Customer Support Advisor

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