Customer Support Advisor

Achievers

. Own and manage end-to-end inquiries from program administrators, internal stakeholders, and members across Salesforce, email, and phone .

Posted 10/17/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$45,900 - CA$52,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing end-to-end customer inquiries and resolving complex issues while maintaining high standards of communication and documentation. Proficient in using CRM tools like Salesforce to support B2B clients and drive continuous improvement in service delivery.

Highest-signal resume keywords

Customer Support ExperienceB2B Client ManagementSalesforce ProficiencyProblem-Solving SkillsCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical AptitudeTroubleshootingCase DocumentationAnalytical SkillsCritical Thinking

Soft Skills

Excellent CommunicationStakeholder ManagementAttention to Detail

Tools & Technologies

CRM ToolsSalesforce

Industry Keywords

Customer SupportClient ServicesSaaSEscalated CasesContinuous Improvement

About the role

Key responsibilities & impact

Own and manage end-to-end inquiries from program administrators, internal stakeholders, and members across Salesforce, email, and phone
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
Partner cross-functionally with Technical Support, Product, Customer Success, and other teams
Act as a key point of contact for complex or sensitive cases across admin/client and member support queues
Balance multiple priorities across queues according to business needs and volume fluctuations
Identify trends and recurring issues to support product, process, or documentation improvements
Maintain accurate case documentation and meet SLA, quality, and productivity targets
Drive continuous improvement in individual performance and team outcomes

Requirements

What you’ll need

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

Benefits

Comp & perks

Rewards for your impact through our Recognition and Rewards program
Health Benefits and Life Insurance Coverage beginning on your first day
Parental Leave Top-up
Employer matched RRSP contributions
Flexible Vacation to recharge, so you can bring your best
Employee and Family Assistance Program offering mental health, legal, and financial counselling
Supported professional development and career growth (Linkedin Learning, mentorship)
Employee-Led Employee Resource Groups that celebrate our diversity
Regular events designed to build connection, belonging, and well-being
Hybrid flexibility, with time in our beautiful Liberty Village, Toronto office