About this role
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