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Customer Support Advisor

Achievers· Customer Operations – Support Operations
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Hybrid (Toronto, ON)$45.9k - $52kFull-time permanentPosted 4d ago

About the role

A customer-focused professional responsible for delivering exceptional support to program administrators (clients) and members, primarily supporting program administrators while contributing to Member Support to ensure seamless end-to-end service.

Responsibilities

  • Own and manage end-to-end inquiries from 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

Qualifications

  • 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

Skills

Required:Customer support / client servicesEscalation managementCRM tools (Salesforce)CommunicationTroubleshooting

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
  • Supported professional development and career growth (Linkedin Learning, mentorship)
  • Employee-Led Employee Resource Groups that celebrate our diversity
  • Regular events designed to build connection, belonging, and well-being
  • Hybrid flexibility, with time in our Liberty Village, Toronto office
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Achievers

Employee recognition software

Achievers is an employee recognition software with a global rewards marketplace. Discover how we drive 2x more engagement than any other platform.

RecognitionRewardsEmployee engagementRecognition platformEmployee rewards
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