Customer Support Representative

<div class="content-intro"><p><strong>Ready to accelerate your career?</strong></p> <p>Cardata is where driven people make an outsized impact. We’re a small but mighty team transforming how businesses manage vehicle reimbursement — replacing outdated programs with smart, automated solutions.</p> <p>Our vision is bold: to provide the most comprehensive, intelligent, and automated software and services for creating ideal vehicle programs. And we’re building toward that vision every single day.</p> <p>Join us and you’ll find challenge, growth, and the chance to deliver real impact — helping hundreds of companies and thousands of drivers across North America focus on the work that matters most to them.</p></div><p>As a Customer Support Representative, you will be the first point of contact for many of our users. You are a customer-focused problem solver who is passionate about delivering exceptional experiences and building lasting customer relationships. You enjoy learning complex products, allowing you to quickly become a trusted resource on new systems, workflows, and customer programs. You thrive in a dynamic environment, balancing competing priorities with professionalism, attention to detail, and a commitment to finding solutions.</p> <p><strong>What You Will Do:</strong></p> <ul> <li>Serve as the first point of contact for users, responding to inquiries through phone and email via Zendesk while delivering a positive and professional customer experience.</li> <li>Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide timely, accurate, and appropriate solutions.</li> <li>Handle reimbursement, compliance, documentation, and program-related inquiries with accuracy, empathy, and attention to detail.</li> <li>Properly document, track, and manage customer issues and resolutions in accordance with established processes.</li> <li>Follow escalation procedures as required, partnering with internal teams to ensure timely resolution of complex issues.</li> <li>Educate users on Cardata products, program features, workflows, and navigation of Cardata Cloud and the Cardata Mobile App by sharing relevant resources and guidance.</li> <li>Review compliance documentation to ensure information aligns with program specifications, policies, and requirements.</li> <li>Identify recurring customer issues, usability challenges, and resource gaps, and recommend improvements to processes, documentation, and support resources.</li> <li>Create, maintain, and contribute to internal and customer-facing knowledge base content, FAQs, and support documentation to improve self-service and operational efficiency.</li> <li>Collaborate cross-functionally with Customer Success, Finance, Sales, Product, and other teams to resolve customer concerns and improve the overall customer experience.</li> <li>Share customer feedback, trends, and actionable insights with internal stakeholders to help drive product and process improvements.</li> <li>Participate in team meetings, training sessions, and continuous learning opportunities to maintain expertise in Cardata products, programs, and policies.</li> <li>Meet or exceed key performance indicators (KPIs), including response time, resolution time, customer satisfaction, and quality standards.</li> </ul> <p>&nbsp;</p> <p><strong>What You’ll Bring:</strong></p> <ul> <li>Demonstrated ability to take ownership of tasks and to work with little to no direct supervision</li> <li>Excellent written and verbal communication skills</li> <li>Highly organized, excellent time management skills</li> <li>Ability to empathize with customer concerns while analyzing situations, identifying problems and developing effective solutions</li> <li>Strong ability to build positive external and internal relationships and work cross-functionally with other teams</li> <li>Willingness to learn new processes, adapt to change, and embrace company updates.</li> </ul> <p><strong>Preferred Qualifications:</strong></p> <ul> <li>Familiarity with software such as Zendesk Suite, Google Suite, Cloud</li> <li>1-3 years of experience in customer support, customer service, customer success, or a related customer-facing role</li> <li>Experience supporting customers through phone and email channels</li> <li>Ability to manage multiple priorities in a fast-paced environment</li> </ul> <h4>&nbsp;</h4> <h4><strong>More about the working setup:</strong></h4> <ul> <li>Office hours: Open 8am-7pm, any shift may be assigned.</li> <li>Remote work. Reliable internet access and quiet work environment</li> <li>Occasional overtime work may be required during holidays</li> </ul> <p>&nbsp;</p><div class="content-conclusion"><p><strong>Why you’ll love working at Cardata:</strong></p> <p>We’ll be honest — Cardata isn’t for everyone. If you thrive in a fast-paced environment, take extreme ownership, and constantly push yourself (and your work) to be the best, you’ll fit right in.</p> <p>You’ll be surrounded by driven teammates who genuinely care — about the work, about our customers, and about helping each other succeed. Together, we take on ambitious goals and celebrate the wins along the way.</p> <p>What we offer in return for you bringing your best:</p> <ul> <li>Remote work and flexible working hours</li> <li>Mentorship and development opportunities (to help you achieve your career goals!)</li> <li>Extended medical &amp; dental benefits</li> <li>Healthcare spending account</li> <li>$3,000 annual Health and Wellness Spending Account to support your overall wellbeing</li> <li>Employee assistance program (EAP)</li> <li>Flexible (Unlimited) Time Off: No annual cap on vacation, supported by a trust-based, flexible approach to time away.</li> </ul> <p><em>Cardata is an equal opportunity employer. All candidates will be equally considered without regard to race, ancestry, place of origin, colour, ethnic origin, language, citizenship, creed, religion, gender/gender identity, sexual orientation, age, marital status, physical and/or mental handicap or financial ability. We are dedicated to creating an inclusive environment where everyone feels welcome to bring their authentic selves to work.</em></p> <p><em>If you require accommodations during the recruitment process, please let us know.</em></p></div>