Customer Support Advisor
At Achievers · Toronto
- Customer support
- Full-time
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Where you’ll work
Hybrid, based in Toronto
“Toronto”
From the location.
The job board lists it as hybrid.
Hybrid means some days in the office. The listing says how many, and where.
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- Posted
- 16 October 2026
- First seen by us
- 17 October 2026
- Last checked
- 5 hours ago
Job description
From Achievers’s job post, as they wrote it.
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
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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
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