Customer Support Representative

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Cardata

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1999

☁️ SaaS

🤝 B2B

💳 Fintech

SaaS • B2B • Fintech

Cardata is a software company that provides an end-to-end vehicle reimbursement platform for businesses whose employees use personal vehicles for work. Their SaaS products include GPS-based mileage tracking, automated, tax-compliant reimbursement programs (FAVR, TFCA, CPM), insurance verification and direct deposit payments, plus reporting and analytics to optimize costs and compliance. Cardata serves enterprise and SMB clients with B2B solutions integrated with expense systems like SAP Concur.

📋 Description

• 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. • Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide timely, accurate, and appropriate solutions. • Handle reimbursement, compliance, documentation, and program-related inquiries with accuracy, empathy, and attention to detail. • Properly document, track, and manage customer issues and resolutions in accordance with established processes. • Follow escalation procedures as required, partnering with internal teams to ensure timely resolution of complex issues. • Educate users on Cardata products, program features, workflows, and navigation of Cardata Cloud and the Cardata Mobile App by sharing relevant resources and guidance. • Review compliance documentation to ensure information aligns with program specifications, policies, and requirements. • Identify recurring customer issues, usability challenges, and resource gaps, and recommend improvements to processes, documentation, and support resources. • Create, maintain, and contribute to internal and customer-facing knowledge base content, FAQs, and support documentation to improve self-service and operational efficiency. • Collaborate cross-functionally with Customer Success, Finance, Sales, Product, and other teams to resolve customer concerns and improve the overall customer experience. • Share customer feedback, trends, and actionable insights with internal stakeholders to help drive product and process improvements. • Participate in team meetings, training sessions, and continuous learning opportunities to maintain expertise in Cardata products, programs, and policies. • Meet or exceed key performance indicators (KPIs), including response time, resolution time, customer satisfaction, and quality standards.

🎯 Requirements

• Demonstrated ability to take ownership of tasks and to work with little to no direct supervision • Excellent written and verbal communication skills • Highly organized, excellent time management skills • Ability to empathize with customer concerns while analyzing situations, identifying problems and developing effective solutions • Strong ability to build positive external and internal relationships and work cross-functionally with other teams • Willingness to learn new processes, adapt to change, and embrace company updates. • Familiarity with software such as Zendesk Suite, Google Suite, Cloud • 1-3 years of experience in customer support, customer service, customer success, or a related customer-facing role • Experience supporting customers through phone and email channels • Ability to manage multiple priorities in a fast-paced environment.

🏖️ Benefits

• Remote work and flexible working hours • Mentorship and development opportunities (to help you achieve your career goals!) • Extended medical & dental benefits • Healthcare spending account • $3,000 annual Health and Wellness Spending Account to support your overall wellbeing • Employee assistance program (EAP) • Flexible (Unlimited) Time Off: No annual cap on vacation, supported by a trust-based, flexible approach to time away.