From Achievers's posting. “We” and “our” refer to the employer.
A Customer Support Advisor is a highly skilled, customer-focused professional responsible for delivering exceptional support to both program administrators (clients) and members. This role primarily supports program administrators (CSS function) while also contributing to Member Support to ensure seamless end-to-end service.
In this role, you will own a diverse portfolio of support cases, including complex and escalated issues. You bring a strong understanding of the platform, apply advanced problem-solving skills, and collaborate cross-functionally to drive timely and effective resolutions. You are viewed as a trusted resource within the team and contribute to elevating overall support quality.
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
Why Achievers is a Great Place to Work
™
At Achievers, we believe recognition is a powerful driver of connection. With more than 4.3 million users across 190 countries, our employee recognition and rewards platform empowers organizations to build cultures where people feel seen and valued, everyday. We’re a team of passionate, thoughtful builders who care deeply about our product, our customers, and each other. Visit achievers.com to see how we’re inspiring recognition everywhere.
Our Approach to Total Rewards
We’re committed to providing a fair and competitive offer based on what you bring to the team. Each A-Players' compensation is reviewed at least annually against performance and impact in role. We want you to see your path to growth, understand your impact, and feel valued every step of the way.
$45,900 - $52,000 reflects what we reasonably expect to offer for this role based on current market data. The final offer will depend on several factors, including your skills, experience, and any relevant certifications. As with all market-based ranges, these numbers may evolve over time, but we’re committed to providing a fair and competitive offer based on what you bring to the team.
Benefits and Perk
s for permanent full-time employees: ✨ 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 beautiful Liberty Village, Toronto office
Achievers is proud to be an equal opportunity employer committed to building a diverse, inclusive workplace where everyone can do their best work. We encourage qualified candidates from all backgrounds and experiences to apply.
Achievers is committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any accommodations for your interview, such as assistive technology, wheelchair accessibility, or alternative formats of materials, please let us know. We are happy to make necessary arrangements to support your needs.
About this listing
LAYIQ is an independent job-discovery service. This listing does not imply a partnership with or endorsement by the employer. Review the original posting for current details and availability.
