User Support Associate
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What you'll do
- Connect with users daily through phone and digital channels via ticketing systems to resolve issues and answer questions
- Deliver exceptional service by meeting quality, satisfaction, and response time goals that ensure users feel heard and helped
- Document interactions thoroughly to maintain accurate records and enable seamless follow-up
- Collaborate with your team by escalating complex issues to Senior Associates, Principals, and Supervisors when needed
- Become a product expert by continuously learning about our solutions, policies, and best practices to educate and empower users
- Contribute to team success by taking on additional projects and responsibilities as needed
What they're looking for
- A minimum of 1 year of customer service or customer-facing experience (retail, hospitality, call center, tech support, or similar roles)
- High school diploma or equivalent. An equivalent combination of education and experience will be considered.
Nice to have
- Bachelor's degree in a relevant field
- Experience with multi-channel support (phone, email, chat)
- Familiarity with CRM systems or ticketing platforms
- Previous experience in a metrics-driven environment
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Take a step forward and let Edenred surprise you.
Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.
We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.
Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.
Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.
We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.
Job Summary:
Are you a people person looking to launch your career in Customer Experience? The User Support Associate (USA) role is your opportunity to build a meaningful career while doing what you do best, helping people and solving problems.
As the frontline voice of US Benefits & Engagement, you'll connect with users across phone and digital channels to deliver exceptional service experiences. This isn't just a support job; it's a foundation-building role designed for high-potential individuals who want to grow with us. You'll receive structured training, ongoing coaching, and clear pathways to advance into senior support, specialist, or leadership roles.
What makes this role special:
Growth-focused: We invest in developing our people with training and advancement opportunities
Variety: Every day brings new challenges across multiple communication channels
Impact: Your positive attitude and problem-solving skills directly improve our customers' experience
Team environment: Work alongside supportive colleagues and mentors who want you to succeed
If you're naturally friendly, love helping people, and are eager to build expertise in a professional environment, we want to meet you.
Why Join US Benefits & Engagement?
This isn't just another customer service job; it's a launchpad for your career in Customer Experience.
What You'll Gain:
Clear career path: Advancement opportunities from Associate to Senior Associate, Specialist/Lead, Supervisor, or other departmental paths
Structured training: Comprehensive onboarding plus ongoing learning and development
Supportive culture: Work with a team that celebrates wins and helps you grow
Competitive benefits: Health insurance, PTO, 401(k), and more
Stability & growth: Join a global leader in employee benefits and engagement solutions
Real impact: Your work directly improves the experience of thousands of users
Our Commitment to You:
We believe in promoting from within. Many of our current team leads, specialists, and managers started exactly where you'll start, as User Support Associates. We invest in our people because your success is our success.
What You’ll Do
Connect with users daily through phone and digital channels via ticketing systems to resolve issues and answer questions
Deliver exceptional service by meeting quality, satisfaction, and response time goals that ensure users feel heard and helped
Document interactions thoroughly to maintain accurate records and enable seamless follow-up
Collaborate with your team by escalating complex issues to Senior Associates, Principals, and Supervisors when needed
Become a product expert by continuously learning about our solutions, policies, and best practices to educate and empower users
Contribute to team success by taking on additional projects and responsibilities as needed
What We're Looking For
Personality & Attitude
Naturally friendly and personable – You genuinely enjoy talking to people and making their day better
Positive attitude – You stay upbeat even when facing challenges or difficult situations
Professional demeanor – You communicate clearly and represent our brand with pride
Skills:
Customer focus – You put the user first and take ownership of their experience
Strong communication – You express yourself clearly in writing and conversation
Problem-solving mindset – You think critically and creatively to find solutions
Adaptability – You embrace change, learn quickly, and adjust to new processes
Process adherence – You follow established procedures while knowing when to escalate
What You Bring
Required:
A minimum of 1 year of customer service or customer-facing experience (retail, hospitality, call center, tech support, or similar roles)
High school diploma or equivalent. An equivalent combination of education and experience will be considered.
Preferred:
Bachelor's degree in a relevant field
Experience with multi-channel support (phone, email, chat)
Familiarity with CRM systems or ticketing platforms
Previous experience in a metrics-driven environment
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer
Must be able to lift up to 15 pounds at times
Interview Process:
Phone Screen with member of the TA team
First round interview with Hiring Manager
Second round interview with member of the User Support Team
Final round with Managing Director
Affirmative Action/EEO Statement:
Edenred is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. Edenred is an Equal Opportunity/Affirmative Action Employer. No employee or applicant for employment will be discriminated against because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, creed, citizenship status, age, marital status and/or any other Federal, State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities. To request reasonable accommodation in the application process, contact HRBandEUSA@edenred.com.
Apply now and Vibe with Us!
Company
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