User Support Associate

Edenred; Waltham, Northern (MA, KY); Hybrid; USD 42,000 - 66,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401(k) plan

Training & development

Job summary

Edenred in Waltham, MA is hiring a User Support Associate to serve as the frontline of US Benefits & Engagement. You will assist users by phone and online channels, resolve questions, and document interactions for seamless follow-up. Training, coaching, and a clear path to advanced roles accompany this entry-level opportunity.

The role emphasizes customer care, problem-solving, and teamwork within a supportive environment and a global leader in benefits and engagement solutions.

Qualifications

• Minimum 1 year in customer service or customer-facing roles.
• Strong written and verbal communication; professional demeanor.

Responsibilities

• Handle user inquiries via phone and digital channels and resolve issues promptly.
• Meet quality, satisfaction, and response time goals to ensure user satisfaction.
• Document interactions clearly for accurate records and follow-up.
• Escalate complex issues to senior team members when needed.
• Learn products and policies to educate users effectively.
• Take on additional projects to support team success.

Skills

Customer focus

Strong communication

Problem-solving mindset

Adaptability

Process adherence

Education

High school diploma or equivalent

Bachelor's degree (preferred)

Tools

CRM systems

Ticketing platforms

Job description

Job Summary

Are you a people person looking to launch your career in Customer Experience? The User Support Associate (USA) role is your opportunity to build a meaningful career while doing what you do best, helping people and solving problems. As the frontline voice of US Benefits & Engagement, you'll connect with users across phone and digital channels to deliver exceptional service experiences. This isn't just a support job; it's a foundation-building role designed for high-potential individuals who want to grow with us. You'll receive structured training, ongoing coaching, and clear pathways to advance into senior support, specialist, or leadership roles.

What makes this role special

• Growth-focused: We invest in developing our people with training and advancement opportunities
• Variety: Every day brings new challenges across multiple communication channels
• Impact: Your positive attitude and problem-solving skills directly improve our customers' experience
• Team environment: Work alongside supportive colleagues and mentors who want you to succeed

Why Join US Benefits & Engagement?

This isn't just another customer service job; it's a launchpad for your career in Customer Experience.

What You'll Gain

• Clear career path: Advancement opportunities from Associate to Senior Associate, Specialist/Lead, Supervisor, or other departmental paths
• Structured training: Comprehensive onboarding plus ongoing learning and development
• Supportive culture: Work with a team that celebrates wins and helps you grow
• Competitive benefits: Health insurance, PTO, 401(k), and more
• Stability & growth: Join a global leader in employee benefits and engagement solutions
• Real impact: Your work directly improves the experience of thousands of users

Our Commitment to You

We believe in promoting from within. Many of our current team leads, specialists, and managers started exactly where you'll start, as User Support Associates. We invest in our people because your success is our success.

What You'll Do

• Connect with users daily through phone and digital channels via ticketing systems to resolve issues and answer questions
• Deliver exceptional service by meeting quality, satisfaction, and response time goals that ensure users feel heard and helped
• Document interactions thoroughly to maintain accurate records and enable seamless follow-up
• Collaborate with your team by escalating complex issues to Senior Associates, Principals, and Supervisors when needed
• Become a product expert by continuously learning about our solutions, policies, and best practices to educate and empower users
• Contribute to team success by taking on additional projects and responsibilities as needed

What We're Looking For

Personality & Attitude

Natural friendliness – You genuinely enjoy talking to people and making their day better. Positive attitude – You stay upbeat even when facing challenges or difficult situations. Professional demeanor – You communicate clearly and represent our brand with pride.

Skills

• Customer focus – You put the user first and take ownership of their experience
• Strong communication – You express yourself clearly in writing and conversation
• Problem-solving mindset – You think critically and creatively to find solutions
• Adaptability – You embrace change, learn quickly, and adjust to new processes
• Process adherence – You follow established procedures while knowing when to escalation

What You Bring

Required

• A minimum of 1 year of customer service or customer-facing experience (retail, hospitality, call center, tech support, or similar roles)
• High school diploma or equivalent. An equivalent combination of education and experience will be considered.

Preferred

• Bachelor's degree in a relevant field
• Experience with multi-channel support (phone, email, chat)
• Familiarity with CRM systems or ticketing platforms
• Previous experience in a metrics-driven environment

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

Interview Process

• Phone Screen with member of the TA team
• First round interview with Hiring Manager
• Second round interview with member of the User Support Team
• Final round with Managing Director

Affirmative Action/EEO Statement

Edenred is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. Edenred is an Equal Opportunity/Affirmative Action Employer. No employee or applicant for employment will be discriminated against because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, creed, citizenship status, age, marital status and/or any other Federal, State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities. To request reasonable accommodation in the application process, contact [e-mail].

The Edenred State of mind

We are a unique company. We are looking for new employees who will embrace the Edenred adventure with the same intensity and passion as we do. They will feel right at ease at Edenred because they like to push back the boundaries, try new things, constantly improve, win and grow. We need women and men who share our ambition, who are looking to perform, challenge us and themselves to move forward every day. We are looking for women and men who want to vibe with us.