Remote SaaS Customer Success & Support

Motus; Chicago (IL); Remote; USD 25,000 - 33,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Open Paid Time Off

Flexible Spending Accounts & Health S

Motus-401K Plan

Short/Long-term Disability & BasicLife

Maven Family Planning Support

Modern Health coaching

Home Office Reimbursement

Internal Referral Program

WorkAnywhereInternet & Cellular Costs

Maternity/Adoption leave 16 weeks

Paternity leave 12 weeks

Job summary

Motus is seeking a proactive Customer Support Agent for our Everlance B2C product line in the United States. You will be the first point of contact for customers, addressing questions, resolving issues, and ensuring a smooth experience across phone, email, and chat.

You’ll collaborate with peers and leadership in a fast-paced environment, delivering high-quality support and guidance. The schedule is Wednesday through Sunday, 8am ET-5pm ET or 9am-6pm ET, with after-hours and weekend coverage as

Qualifications

• 1 year or more of customer service or support experience (tech or SaaS experience preferred).
• Strong English communication skills, both written and verbal. (Spanish and / or French proficiency a plus)
• Tech-savvy with the ability to learn new systems quickly.
• Comfortable working in a fast-paced environment and handling multiple tasks.
• Proven ability to assist customers across multiple channels, including phone, email, and live chat.
• Reliability, consistency and a commitment to the work adhering to regular business hours and working to close out daily goals benefiting our customers; the ability to communicate and elevate challenges and blockers as needed and work to resolve issues quickly.
• Knowledge of the taxation lifecycle, including reimbursements, deductions, compliance, and payment processing, is a plus
• Experience with support platforms such as Zendesk or Salesforce preferred

Responsibilities

• Resolve and respond to end-user and customer requests and issues of varying complexity via phone, email, and webchat efficiently and effectively within established service levels.
• Delight end-users and client administrators with a positive, customer-centric approach to question and issue resolution
• Lead customers' expectations and experience in a way that results in high customer satisfaction.
• Manage, monitor, and record all customer cases, case updates, and ongoing tasks in the proper channels.
• Review and process customer forms and documentation
• Serve as Subject Matter Expert (SME) on designated Everlance products and support tasks and processes.
• Liaise with the team management for escalations and to ensure proactive and timely resolution of end-user issues.
• Ability to work after hours and on weekends as needed

Skills

Customer service

Multichannel support

English proficiency

Tech-savvy

Reliability

Zendesk/Salesforce

Tools

Zendesk

Salesforce

Job description

Motus is seeking a proactive Customer Support Agent for our Everlance B2C product line in the United States. You will be the first point of contact for customers, addressing questions, resolving issues, and ensuring a smooth experience across phone, email, and chat.

You’ll collaborate with peers and leadership in a fast-paced environment, delivering high-quality support and guidance. The schedule is Wednesday through Sunday, 8am ET-5pm ET or 9am-6pm ET, with after-hours and weekend coverage as