Customer Support Advisor

Achievers; Toronto; Hybrid; CAD 46,000 - 52,000; Full time

Benefits offered by this job

Health benefits

Life insurance

RRSP matching

Flexible vacation

Professional development

Employee resource groups

Hybrid flexibility

Job summary

Achievers is seeking a Customer Support Advisor in Toronto with hybrid work options. You will own end-to-end inquiries from program administrators and members, troubleshoot complex issues, and collaborate with Product, Technical Support, and Customer Success to resolve problems efficiently.

The role emphasizes proactive communication, adherence to SLAs, and a commitment to delivering a high-quality customer experience.

Qualifications

• 3–5 years of experience in customer support or client services, preferably SaaS.
• Proven experience supporting B2B clients and program administrators.
• Strong technical aptitude to troubleshoot platform, web, and mobile issues.
• Excellent communication and stakeholder management skills.

Responsibilities

• Own and manage end-to-end inquiries from program administrators, internal stakeholders, and members across multiple channels.
• Troubleshoot and resolve standard to complex or escalated issues, identifying root causes and driving timely resolution.
• Provide clear, proactive communication and updates throughout the case lifecycle, ensuring a high-quality and transparent customer experience.
• Partner cross-functionally with Technical Support, Product, Customer Success, and other teams to resolve issues efficiently.
• Act as a key point of contact for more complex or sensitive cases across both admin/client and member support queues.
• Balance multiple priorities across queues, flexing support based on business needs and volume fluctuations.
• Identify trends and recurring issues, contributing insights that support product, process, or documentation improvements.
• Maintain accurate case documentation and consistently meet SLA, quality, and productivity targets.

Skills

Customer support

SaaS experience

CRM tools

Cross-functional collaboration

Escalation handling

Tools

Salesforce

Job description

A Customer Support Advisor is a highly skilled, customer-focused professional responsible for delivering exceptional support to both program administrators (clients) and members. This role primarily supports program administrators (CSS function) while also contributing to Member Support to ensure seamless end-to-end service.

In this role, you will own a diverse portfolio of support cases, including complex and escalated issues. You bring a strong understanding of the platform, apply advanced problem-solving skills, and collaborate cross-functionally to drive timely and effective resolutions. You are viewed as a trusted resource within the team and contribute to elevating overall support quality.

How you'll support our Customers at Achievers:

• Own and manage end-to-end inquiries from both program administrators, internal stakeholders, and members across multiple channels (Salesforce, email, and phone as needed)
• Troubleshoot and resolve standard to complex or escalated issues, identifying root causes and driving timely resolution
• Provide clear, proactive communication and updates throughout the case lifecycle, ensuring a high-quality and transparent customer experience
• Partner cross-functionally with Technical Support, Product, Customer Success, and other teams to resolve issues efficiently
• Act as a key point of contact for more complex or sensitive cases across both admin/client and member support queues
• Balance multiple priorities across queues, flexing support based on business needs and volume fluctuations
• Identify trends and recurring issues, contributing insights that support product, process, or documentation improvements
• Maintain accurate case documentation and consistently meet SLA, quality, and productivity targets

Operational Excellence

• Consistently meet or exceed SLA, quality, and productivity targets
• Effectively manage multiple priorities and case types in a fast-paced environment
• Balance independent ownership with strong collaboration across teams
• Drive continuous improvement in both individual performance and team outcomes

Experience we feel will set you up for success:

• 3–5 years of experience in customer support, client services, or similar roles (preferably SaaS)
• Proven experience supporting B2B clients/program administrators
• Strong technical aptitude with the ability to troubleshoot platform, web, and mobile issues
• Experience managing more complex or escalated cases
• Proficiency with CRM tools (Salesforce preferred)
• Excellent communication and stakeholder management skills
• Strong problem-solving, analytical, and critical-thinking abilities
• Demonstrated ability to work cross-functionally and influence outcomes
• High attention to detail and commitment to quality

Why Achievers is a Great Place to Work

At Achievers, we believe recognition is a powerful driver of connection. With more than 4.3 million users across 190 countries, our employee recognition and rewards platform empowers organizations to build cultures where people feel seen and valued, everyday. We’re a team of passionate, thoughtful builders who care deeply about our product, our customers, and each other. Visit achievers.com to see how we’re inspiring recognition everywhere.

Our Approach to Total Rewards

We’re committed to providing a fair and competitive offer based on what you bring to the team. Each A-Players' compensation is reviewed at least annually against performance and impact in role. We want you to see your path to growth, understand your impact, and feel valued every step of the way.

$45,900 - $52,000 reflects what we reasonably expect to offer for this role based on current market data. The final offer will depend on several factors, including your skills, experience, and any relevant certifications. As with all market-based ranges, these numbers may evolve over time, but we’re committed to providing a fair and competitive offer based on what you bring to the team.

Benefits and Perks for permanent full-time employees:

• Rewards for your impact through our Recognition and Rewards program
• Health Benefits and Life Insurance Coverage beginning on your first day
• Parental Leave Top-up
• Employer matched RRSP contributions
• Flexible Vacation to recharge, so you can bring your best
• Employee and Family Assistance Program offering mental health, legal, and financial counselling
• Supported professional development and career growth (Linkedin Learning, mentorship)
• Employee-Led Employee Resource Groups that celebrate our diversity
• Regular events designed to build connection, belonging, and well-being
• Hybrid flexibility, with time in our beautiful Liberty Village, Toronto office

Achievers is proud to be an equal opportunity employer committed to building a diverse, inclusive workplace where everyone can do their best work. We encourage qualified candidates from all backgrounds and experiences to apply.

Achievers is committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any accommodations for your interview, such as assistive technology, wheelchair accessibility, or alternative formats of materials, please let us know. We are happy to make necessary arrangements to support your needs.

We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications or analyzing resumes. These tools help our recruitment team but never replace decisions made by real people. We believe in a human-first approach to hiring, where your experience, personality, and potential are recognized by people, not algorithms, and where final hiring decisions are made by humans. If you would like more information about how your data is processed, please contact us.