Client Services Representative

6 days ago

remote Toronto ON Canada fulltime September Rival Full time $60,000 - $90,000 per year

About Rival Rival Insurance Technology builds software that transforms how insurance works—through smarter workflows, better data, and a deep respect for our users. For over 30 years, we've supported Canadian brokerages with trusted tools and exceptional service. Today, we're on a journey to modernize every part of the insurance experience. Here's Why You'll Want to Build With Us · Brains Meet Bots - From automated workflows to smart escalation logic, we're weaving smart tools into every layer of support. You'll have access to systems that reduce repetitive work and help you focus on solving real client problems. · Modern Tools, Modern Thinking - Our platform is evolving fast. You'll work with a tech-forward team committed to improving user experience, and you'll have the chance to influence how tools are designed and delivered. · Your Work Matters This isn't just a ticket queue. You'll be helping clients solve complex problems, shaping how they experience our software, and surfacing insights that feed directly into product decisions. · Remote-First, People-Always - We're fully remote. You'll work with thoughtful, kind, curious humans who value your time, trust your expertise, and want you to thrive. · No Robots in Leadership - We lead with clarity and listen with intention. Growth conversations aren't annual—they're ongoing. We celebrate wins, own our mistakes, and occasionally laugh way too hard in Teams.
The Opportunity · As a Client Services Representative, you'll be on the front lines of client support—acting as a trusted guide and problem-solver for users of our broker management platform. You'll specialize in resolving accounting-related issues, delivering service that's fast, clear, and always human. This is a client-facing, tech-savvy role for someone who thrives on helping others and making complexity feel simple.
What You'll Do
  • Be the first point of contact for clients needing support, particularly for accounting-related questions and issues
  • Manage inquiries via phone, email, and live chat with a focus on proactive, thoughtful communication
  • Own and resolve support tickets—triaging, tracking, and following through with precision
  • Identify patterns in questions or challenges and escalate insights to our product and development teams
  • Collaborate internally to test updates, troubleshoot issues, and improve usability
  • Build relationships with clients by offering reliable, consultative support—not just fixes

What You Bring
  • 2+ years of experience in a client support or help desk role, ideally in a SaaS or insurance technology environment
  • Background in accounting—either a degree/diploma or equivalent work experience would be nice
  • Clear, empathetic communication skills (verbal and written)
  • Strong technical aptitude—you're comfortable with support systems, Microsoft Office, and learning new platforms
  • Ability to multitask, stay organized, and prioritize effectively in a fast-moving environment
  • A calm, solutions-focused mindset and genuine desire to help others succeed

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