Sr Customer Support Representative

2 weeks ago

Calgary, Alberta, Canada Avetta, LLC Full time $44,000 per year

The Senior Supplier Success Professional (Sr Customer Support)  will deliver high-quality, specialized support services to suppliers by resolving complex issues, managing premium service workflows, and ensuring compliance with internal standards and external requirements.

If residing within commutable distance to one of our offices, a hybrid schedule would be required (3 days in office, 2 days work from home). Remote work may be considered for those outside of commutable distance. If on a hybrid schedule, the first 4-8 weeks would be fully in office for training.

Pay rate: $21.00 CAD/hour

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Serve as a subject matter expert across Premium Support, Vetify, and SSP functions, providing guidance and escalation support to peers
  • Manage and resolve advanced supplier inquiries related to billing, compliance, and onboarding with a focus on accuracy and timeliness
  • Collaborate with internal teams (e.g., Supplier Services, Risk, Billing) to streamline processes and resolve cross-functional issues
  • Maintain up-to-date knowledge of platform changes, service offerings, and compliance requirements
  • Support onboarding and training of new SSPs, including mentoring and shadowing
  • Participate in special projects, including process improvement initiatives and pilot programs
  • Lead or support compliance-focused campaigns and new client onboarding initiatives
  • Collaborate with third parties (e.g., insurance agents) to collect and verify supplier compliance data
  • Maintain strong relationships with suppliers to improve compliance rates and satisfaction
  • Track and meet performance metrics including CSAT scores, service levels, quality, and campaign-specific KPIs
  • Regular and predictive attendance

IDEAL EXPERIENCE, EDUCATION, & TRAINING:

  • 3+ years of experience in supplier support, customer service, or compliance operations, preferably in a SaaS or risk management environment, Avetta-specific experience preferred
  • Demonstrated expertise in Premium Support, Vetify, or SSP workflows
  • Completion of skill-based, routing certifications and microlearning modules (e.g., Case Management, Supplier Engagement) as outlined in. To include but not limited to Billing, Account changes, QHSE, Insurance and Worker
  • Strong communication skills and ability to manage multiple priorities independently
  • Experience mentoring or training peers is a plus

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