Customer Support Representative

Customer Support Representative The Customer Support Representative (CSR) is a key member of our frontline Customer Experience team, focused on providing exceptional support to employees, plan administrators, and advisors primarily through our live chat channel. This role ensures that all users have a smooth and efficient experience using the myHSA platform, with a strong emphasis on accurate information, timely resolution, and a positive tone. CSRs are our go-to for handling high volumes of transactional support, troubleshooting account issues, and ensuring users feel heard and supported - without needing to pick up the phone. This is a flexible hybrid role, with in-office work days required in our Calgary office. Key Responsibilities Respond to inquiries via Intercom chat and email related to account access, claims, plan details, and general troubleshooting Walk users through technical issues, platform navigation, and benefit usage questions in a live chat environment Ensure quick and accurate support while maintaining a high standard of tone and professionalism Identify and direct any inquiries, issues or platform bugs to the appropriate internal teams Flag emerging patterns or repeated issues to the Head of Experience for further analysis and action Use discretion to escalate complex or high-stakes issues to the correct contacts Work closely with Adjudication, Advisor Support, and all other departments to ensure seamless resolution of inquiries Participate in team discussions and process improvement initiatives Stay up to date on platform changes, updates to plan rules, and frequently asked questions Maintain a high standard for security and policy as this role deals with private and sensitive information Skills & Qualifications 1–3 years of customer service or customer support experience Strong written communication skills with a friendly, solution-oriented tone Comfortable working in a live chat, high-volume environment with competing priorities Highly organized and detail-oriented with a strong ability to follow through on assigned tasks Familiarity with Intercom or other chat-based customer support tools is considered an asset Comfortable working collaboratively across teams What You’ll Gain As part of a growing benefits platform, you’ll play a direct role in shaping experiences used by businesses across Canada, with opportunity to learn, develop, and grow. We support you with a comprehensive benefits package, including health, dental, vision, and spending accounts. Our vacation policy scales with your time at the company, starting at two and a half weeks and growing to four weeks of PTO after three years. You’ll have regular one-on-one check-ins, clear performance management, and open feedback so you always know how you can grow. Our 17th Ave office is bright, recently re-decorated, and stocked with good coffee, a drink fridge, snacks, and friendly people that make coming to work enjoyable. How to Apply Finding the right fit for this role is important to us, and your application is your chance to show us who you are: your voice, your attention to detail, and your excitement about joining the team. Submit an up-to-date resume that highlights the skills and experience we are looking for Include a personalized cover letter to share why the Customer Service Representative role excites you and how your background connects to it