Customer Support Representative

Ready to accelerate your career? Cardata is where driven people make an outsized impact. We’re a small but mighty team transforming how businesses manage vehicle reimbursement — replacing outdated programs with smart, automated solutions. Our vision is bold: to provide the most comprehensive, intelligent, and automated software and services for creating ideal vehicle programs. And we’re building toward that vision every single day. Join us and you’ll find challenge, growth, and the chance to deliver real impact — helping hundreds of companies and thousands of drivers across North America focus on the work that matters most to them. As a Customer Support Representative, you will be the first point of contact for many of our users. You are a customer-focused problem solver who is passionate about delivering exceptional experiences and building lasting customer relationships. You enjoy learning complex products, allowing you to quickly become a trusted resource on new systems, workflows, and customer programs. You thrive in a dynamic environment, balancing competing priorities with professionalism, attention to detail, and a commitment to finding solutions. What You Will Do: 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. What You’ll Bring: 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. Preferred Qualifications: 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 More about the working setup: Office hours: Open 8am-7pm, any shift may be assigned. Remote work. Reliable internet access and quiet work environment Occasional overtime work may be required during holidays Why you’ll love working at Cardata: We’ll be honest — Cardata isn’t for everyone. If you thrive in a fast-paced environment, take extreme ownership, and constantly push yourself (and your work) to be the best, you’ll fit right in. You’ll be surrounded by driven teammates who genuinely care — about the work, about our customers, and about helping each other succeed. Together, we take on ambitious goals and celebrate the wins along the way. What we offer in return for you bringing your best: 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. Cardata is an equal opportunity employer. All candidates will be equally considered without regard to race, ancestry, place of origin, colour, ethnic origin, language, citizenship, creed, religion, gender/gender identity, sexual orientation, age, marital status, physical and/or mental handicap or financial ability. We are dedicated to creating an inclusive environment where everyone feels welcome to bring their authentic selves to work. If you require accommodations during the recruitment process, please let us know.