Customer Support Representative

Salary: $48,000 - $52,000 annually

The Customer Support Representative (CSR) is a key member of our frontline Customer Experience team, focused on providing exceptional support to employees, plan administrators, and advisors primarily through our live chat channel. This role ensures that all users have a smooth and efcient experience using the myHSA platform, with a strong emphasis on accurate information, timely resolution, and a positive tone.

CSRs are our go-to for handling high volumes of transactional support, troubleshooting account issues, and ensuring users feel heard and supported without needing to pick up the phone.

This is a flexible hybrid role, with in-office work days required in our Calgary office.

Key Responsibilities

• Respond to inquiries via Intercom chat and email related to account access, claims, plan details, and general troubleshooting
• Walk users through technical issues, platform navigation, and benet usage questions in a live chat environment
• Ensure quick and accurate support while maintaining a high standard of tone and professionalism
• Identify and direct any inquiries, issues or platform bugs to the appropriate internal teams
• Flag emerging patterns or repeated issues to the Head of Experience for further analysis and action
• Use discretion to escalate complex or high-stakes issues to the correct contacts
• Work closely with Adjudication, Advisor Support, and all other departments to ensure seamless resolution of inquiries
• Participate in team discussions and process improvement initiatives
• Stay up to date on platform changes, updates to plan rules, and frequently asked questions
• Maintain a high standard for security and policy as this role deals with private and sensitive information

Qualications

• 13 years of customer service or support experience
• Strong written communication skills with a friendly, solution-oriented tone
• Comfortable working in a live, high-volume environment with competing priorities
• Highly organized and detail-oriented with a strong ability to follow through on assigned tasks
• Familiarity with Intercom or other chat-based customer support tools is considered an asset