Customer Support Agent

Job Title: Motus Recruitment – Customer Support Agent

Company Name: Motus

Role: Customer Support Agent

Job ID / Requisition ID: 8262124

Department: Customer Support

Employment Type: Full-Time

Work Mode: 100% Remote

Job Location: United States (Remote)

Work Schedule: Wednesday through Sunday (8:00 AM – 5:00 PM ET OR 9:00 AM – 6:00 PM ET) | Ability to work after hours and weekends as needed

Company Overview:

Motus is the industry leader in vehicle reimbursement and risk mitigation solutions for employees who drive for business. Combining 80 years of domain expertise with innovative technology, Motus enables organizations to optimize enterprise spend, manage risk, and increase workforce productivity across diverse mobile teams.

Role Summary:

As a Customer Support Agent, you will be the frontline voice helping customers and end-users resolve questions, troubleshoot product challenges, and navigate mobile applications. In this role, you will act as a Subject Matter Expert (SME) on designated Everlance products and support processes, delivering exceptional, high-touch support across multi-channel environments.

Key Responsibilities:

Assist and support end-users across multiple support channels, including phone, email, and live chat.

Serve as a Subject Matter Expert (SME) on designated Everlance products, mobile workflows, and support processes.

Diagnose, troubleshoot, and resolve customer issues accurately and efficiently while maintaining high satisfaction ratings.

Liaise with team leadership and engineering teams to escalate critical blockers and ensure timely problem resolution.

Adhere to designated operational shifts, maintain attendance reliability, and close out daily support queue goals.

Document customer interactions, issue resolutions, and product bug feedback in customer support software.

Eligibility Criteria & Qualifications:

Experience: 1+ years of customer service or technical customer support experience (experience in tech or SaaS environments preferred).

Schedule Availability: Must be available to work a Wednesday through Sunday schedule during designated US Eastern business hours (8 AM – 5 PM ET or 9 AM – 6 PM ET).

Work Authorization / Location: Must currently reside in the United States and have legal US work authorization.

Required Skills & Competencies:

Multi-Channel Support: Demonstrated capability to handle user queries across live chat, ticketing systems, email, and inbound calls.

Technical Aptitude: Tech-savvy mindset with the ability to quickly master mobile apps, web portals, and software tools.

Communication Skills: Strong verbal and written English communication skills with clear, empathetic customer phrasing.

Fast-Paced Problem Solving: Comfort working in a fast-paced environment handling multitasking queues and resolving customer friction.

Reliability & Ownership: Strong personal accountability, consistent attendance, and follow-through on customer commitments.

Preferred / Good to Have:

Experience using customer service platforms such as Zendesk or Salesforce Service Cloud.

Bilingual proficiency in Spanish and/or French.

Working knowledge of the business taxation lifecycle, including mileage deductions, reimbursements, compliance, and payment processing.

Perks & Benefits:

Medical, Dental, and Vision insurance coverage (effective day one).

Open Paid Time Off (PTO) policy.

$1,000 Home Office Reimbursement Program.

WorkAnywhere Reimbursement for internet and cellular phone costs.

401(k) Retirement Plan through Fidelity.

Company-paid Life, Short-Term, and Long-Term Disability Insurance.

Comprehensive family planning and parenting support benefits through Maven.

Modern Health mental wellness benefits (therapy sessions and coaching).

16 weeks paid maternity/adoption leave and 12 weeks paid paternity leave.