Customer Support Advisor

📋 Description

• Own and manage end-to-end inquiries from both program administrators, internal stakeholders, and
• Troubleshoot and resolve standard to complex or escalated issues, identifying root causes and
• Provide clear, proactive communication and updates throughout the case lifecycle, ensuring a
• Partner cross-functionally with Technical Support, Product, Customer Success, and other teams to
• Act as a key point of contact for more complex or sensitive cases across both admin/client and
• Balance multiple priorities across queues, flexing support based on business needs and volume

🎯 Requirements

• 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

🎁 Benefits

• 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