{"id":2751229,"url":"https://alion.io/job/achievers-customer-support-advisor","title":"Customer Support Advisor","company":{"id":7187,"name":"Achievers","domain":"achievers.com","url":"https://alion.io/company/achievers","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":76000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":35},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-16T23:42:47Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-17T20:01:17Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nIn 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.\nHow you'll support our Customers at Achievers:\nOwn and manage end-to-end inquiries from both program administrators, internal stakeholders, and members across multiple channels (Salesforce, email, and phone as needed)\nTroubleshoot and resolve standard to complex or escalated issues, identifying root causes and driving timely resolution\nProvide clear, proactive communication and updates throughout the case lifecycle, ensuring a high-quality and transparent customer experience\nPartner cross-functionally with Technical Support, Product, Customer Success, and other teams to resolve issues efficiently\nAct as a key point of contact for more complex or sensitive cases across both admin/client and member support queues\nBalance multiple priorities across queues, flexing support based on business needs and volume fluctuations\nIdentify trends and recurring issues, contributing insights that support product, process, or documentation improvements\nMaintain accurate case documentation and consistently meet SLA, quality, and productivity targets\nOperational Excellence\nConsistently meet or exceed SLA, quality, and productivity targets\nEffectively manage multiple priorities and case types in a fast-paced environment\nBalance independent ownership with strong collaboration across teams\nDrive continuous improvement in both individual performance and team outcomes\nExperience we feel will set you up for success:\n3-5 years of experience in customer support, client services, or similar roles (preferably SaaS)\nProven experience supporting B2B clients/program administrators\nStrong technical aptitude with the ability to troubleshoot platform, web, and mobile issues\nExperience managing more complex or escalated cases\nProficiency with CRM tools (Salesforce preferred)\nExcellent communication and stakeholder management skills\nStrong problem-solving, analytical, and critical-thinking abilities\nDemonstrated ability to work cross-functionally and influence outcomes\nHigh attention to detail and commitment to quality","description_format":"text","description_chars":2721,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["HR & Payroll Software"],"lifecycle":[{"event":"open","at":"2026-10-17T00:03:09Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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