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Achievers is seeking a Customer Support Advisor to own and manage end-to-end customer inquiries across multiple channels including Salesforce, email, and phone. You will support both program administrators and internal stakeholders, troubleshooting and resolving standard to complex escalated issues while identifying root causes and driving timely resolution.
Key responsibilities include providing clear, proactive communication throughout the case lifecycle to ensure a high-quality customer experience; partnering cross-functionally with Technical Support, Product, Customer Success, and other teams to resolve issues efficiently; and acting as a key point of contact for complex or sensitive cases. You will balance multiple priorities across support queues, flexing support based on business needs and volume fluctuations.
You will identify trends and recurring issues, contributing insights that support product, process, or documentation improvements. Operational excellence is critical—you must consistently meet or exceed SLA, quality, and productivity targets while maintaining accurate case documentation.
Requirements:
- 3–5 years of experience in customer support, client services, or similar roles (preferably SaaS)
- Proven experience supporting B2B clients and program administrators
- Strong technical aptitude with ability to troubleshoot platform, web, and mobile issues
- Experience managing 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
