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