Customer Support Agent

Job description

Motus is the industry leader in vehicle reimbursement and risk mitigation solutions for employees who drive. Combining 80 years of expertise with innovative technology, Motus enables organizations to optimize spend and increase productivity across their workforce. With solutions purpose-built to enable data-driven insights and strategic decision making, Motus is the preferred vehicle reimbursement partner to top Fortune 500 companies globally.  At Motus, we’re dedicated to making WorkLife better for everyone, anywhere. Our team is the heart of our culture, and we live by our WorkLife Pillars every day – WorkHappy, WorkHealthy, WorkSmart, WorkAnywhere, and WorkTogether.   **Position Description:** Motus is looking for a proactive and empathetic Customer Support Agent for our Everlance B2C product line. In this role, you will be the first point of contact for customers, helping them resolve issues, answer questions, and ensure a seamless experience with our products and services. Maintaining an industry reputation for outstanding customer service, you will be interacting with users via phone, email, and chat support channels. This position is perfect for those who value providing guidance and support to users across a variety of everyday challenges. You will be a reliable resource and a strong communicator both to customers and to fellow support agents and leadership internally. If you thrive in a collaborative, fast-paced environment and are eager to make a significant impact on our customers, we want to hear from you! The schedule for this role is Wednesday through Sunday, 8am ET-5pm ET or 9am–6pm ET. **Position Duties:** - 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 **Desired Skills & Experience:** - 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 escalate 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 Where required by law, Motus provides a reasonable range of compensation for specific roles. The pay rate for this role is $20.80 per hour. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.   Please see below for an outline of the Motus benefits package. Motus supports both the physical and mental health of their employees.   **Motus Benefits:** - Medical Insurance, Dental Insurance, Vision Insurance (effective day one) - Open Paid Time Off for pre-scheduled vacation and personal time off - Up to 40 hours of Sick Time Off available annually for unexpected absences - Flexible Spending Accounts & Health Savings Accounts - Motus-Fidelity 401K Plan - Company-paid Short/Long-term Disability & Basic Life Insurance Plans - Family Planning and Parenting Support Benefits through Maven - Support your mental, physical, professional and financial well-being through coaching and clinical therapy with Modern Health - $1000 Home Office Reimbursement Program - $2000 Internal Referral Program - WorkAnywhere Reimbursement of Internet and Cellular Costs - 16 weeks maternity and adoption leave - 12 weeks paternity leave Motus champions the power of true individuality, actively celebrating and accepting each team member. We strategically recruit and retain talent reflecting our local communities’ rich diversity, fostering a culture where innovation thrives. Through dynamic learning sessions, strategic training, and our lively Employee Resource Groups, we kindle substantial dialogues, continuous learning, and ensure every voice is not only heard but celebrated.  Motus, LLC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.  ###### #LI-REMOTE