Senior Full Stack Engineer improving APIs, backend services, and customer - service tools for Skylight’s family technology platform. Collaborating with Customer Success and Engineering to simplify family experiences.
About the role
- Customer Support Advisor supporting clients and members of Achievers’ employee recognition and rewards platform. Resolving complex cases across Salesforce, email, and phone in a hybrid Toronto role.
Responsibilities
- 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
- 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
- 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
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