Customer Support Associate

Remote (Canada) +1

At Cardata, our goal is to simplify the administrative and financial burdens experienced by companies with employees on the road. We partner with our customers to find the easiest and most cost-effective solution, using best-in-class technology, to reimburse their employees for using their personal vehicles for work.  


We're moving into the next chapter of our company's evolution and are looking for a Customer Support Specialist to join us! This is the perfect opportunity for a new grad or someone interested in developing their customer support skills.


Who you are:

You are the ultimate detective! When faced with a complex problem, you leverage your existing knowledge, consult product resources and take initiative to partner with internal experts to deliver the best solutions to our customers. Thinking outside of the box is your specialty and you're not afraid to take on new challenges, learn new systems, or try a new approach. You love being the person that your team members can both rely on to get through high-volume times and enjoy a laugh with at our monthly social events.


What you'll be doing: 

  • Be the first point of contact for all client administrators and drivers, providing world-class assistance to ensure users are successful and satisfied
  • Troubleshoot client issues via phone or email and communicate product bugs with the engineering team in a timely manner
  • Manage a high volume of inbound requests, effectively prioritizing time and collaborating with team members to provide support and deliver results
  • Maintain detailed records of customer interactions using HelpScout and contribute to the Customer Support team's knowledge base
  • Understand and enforce all applicable Vehicle Reimbursement Program (VRP) policies on behalf of the client  
  • Partner with our Implementation Specialist to assist with onboarding new clients and training new account administrators  
  • Attend weekly Customer Support team meetings and share updates, wins, best-practices, etc.  
  • Assist with preparing and conducting annual reviews for clients 
  • Provide support to the Compliance team with insurance processing as required 


What we're looking for:

  • 1+ years experience in a customer support or account manager role - new grads are encouraged to apply.
  • Demonstrated experience in a role requiring both independent and team work
  • Excellent written and verbal communication skills, with a demonstrated ability to communicate effectively in a remote environment
  • High level of empathy and emotional intelligence, and a genuine desire to help people and make them happy 
  • Aptitude for delivering incredible customer service and support, with a strong sense of ownership and responsibility for ensuring customer satisfaction
  • Strong problem-solving skills, paired with a high degree of resourcefulness and creative thinking
  • A dedicated team player with a demonstrated ability to collaborate, work cross-functionally, and provide support to team members
  • Nice (but not needed) to have: fluency in French or Spanish

 

 Why you’ll love working at Cardata:

Cardata provides you with a flexible, autonomous environment that encourages employees to experiment, innovate and learn. As part of our team, you will be surrounded by supportive leaders and caring colleagues who are dedicated to taking on new challenges, focusing on the customer, and working as a team to achieve success. Additionally, you will be provided with:

  • Opportunity for career progression in a growing company (we've scaled from 15-47 people in one year, and still growing!)
  • Competitive salary + bonus plan
  • Flexible working hours
  • 100% employer paid benefits
  • Healthcare spending account
  • 15 days vacation plus additional paid time off
  • 3 pit-stop days (Cardata's own version of mental health days)


Cardata is an equal opportunity employer. All candidates will be equally considered without regard to race, ancestry, place of origin, colour, ethnic origin, language, citizenship, creed, religion, gender/gender identity, sexual orientation, age, marital status, physical and/or mental handicap or financial ability. We are dedicated to creating an inclusive environment where everyone feels welcome to bring their authentic selves to work.

 

If you require accommodations during the recruitment process, please let us know.

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