Proactive and empathetic, the full-time Customer Support Agent will serve as the first point of contact for customers of the Everlance B2C product line, resolving issues and answering questions via phone, email, and chat support channels while maintaining a positive customer-centric approach. Key responsibilities Resolve customer requests and issues of varying complexity efficiently within established service levels Delight users with a positive approach to question and issue resolution, ensuring high customer satisfaction Manage and record all customer cases and updates in the proper channels while liaising with team management for escalations Required qualifications 1 year or more of customer service or support experience, preferably in tech or SaaS Strong English communication skills; French proficiency is a plus Tech-savvy with the ability to learn new systems quickly Experience with support platforms such as Zendesk or Salesforce preferred Knowledge of the taxation lifecycle, including reimbursements and compliance, is a plus