The Customer Support Agent plays a critical role in supporting Foley customers by answering questions resolving issues and guiding users through Foleys SaaS platform. This role delivers timely accurate and compliant support across phone email and chat while building trust and positive customer relationships.

This position is well-suited for someone who enjoys helping others values consistency and structure and can remain patient and professional in a fast-paced phone-forward support environment.

What youll do

• Respond to inbound customer inquiries via phone email and chat handling a consistent daily call volume (approximately 60 calls per day)

• Educate and guide customer many of whom are not software-savvy through Foleys SaaS platform and processes

• Troubleshoot issues and provide clear accurate and compliant solutions

• Support clients drivers and candidates with DOT and FCRA related questions

• Review process and verify driver compliance and employment documentation

• Conduct employment verifications and collect required information

• Accurately document customer interactions and outcomes in CRM tools including Microsoft Dynamics 365

• Use phone queues and tools such as Dialpad to manage call flow efficiently

• Escalate complex issues appropriately and collaborate with internal teams

• Deliver professional high-quality service that reflects Foleys brand and commitment to trust

Who you are

• Patient resilient and able to remain calm when supporting frustrated or upset customers

• Comfortable educating and reassuring customers who may struggle with technology

• Reliable self-managed and interested in a stable long-term role

• Organized and detail-oriented with respect for process and accuracy

• Confident communicating clearly and professionally both verbally and in writing

• Comfortable working in a structured performance-focused environment

Schedule

• Hours of Operation: Our Support team operates during the following hours (Eastern Time):

  • MondayThursday: 8:00 AM 8:00 PM

  • Friday: 8:00 AM 6:00 PM

  • No weekend no holidays

• You may be scheduled to start as early as 8:00 AM or finish as late as 8:00 PM depending on business needs and team coverage.

• Shifts are scheduled for 8.5 hours (8 working hours 30 minute lunch break)

Qualifications

• High school diploma or equivalent required

• Prior customer service or SaaS support experience preferred but not required

• Experience in a professional office or corporate customer service environment is a plus

• Comfortable using CRM systems and phone-based support tools

• Willingness to follow defined processes and handle sensitive information with care

This role is a good fit for you if enjoy

• Building a long-term role where consistency reliability and service quality matter

• Developing deep knowledge of a product and processes over time rather than frequently changing roles

• Supporting customers by phone as a core part of your day

• Helping non-technical users navigate systems and processes with confidence

• Working with clear guidelines documentation and quality standards

Interview Process

Our interview process is thorough we aim to ensure each person that joins the team is the right fit for Foley and will provide ample information for you to assess if Foley is the right fit for you. The process for this role is as follows:

• Skills assessment via Criteria 40 minutes

• Intro Call with Recruiting 30 minutes

• Predictive Index Assessment - 15 minutes

• Hiring Manager Interview 45 minutes

Location: This role is primarily remote (US based) with the expectation of occasional visits to our offices for team collaboration training or company events.

This role may be based remotely out of the following states: Arizona Colorado Connecticut Florida Georgia Illinois Indiana Kansas Massachusetts Michigan Nebraska New Hampshire New Jersey New York North Carolina Pennsylvania Rhode Island South Carolina Tennessee Texas Virginia Wisconsin.

About us

At Foley were reimagining how safety-sensitive industries hire stay compliant and manage risk. Weve evolved into a modern SaaS company with an all-in-one AI-ready platform that helps transportation construction distribution and utility businesses operate faster smarter and safer.

As we continue to grow were looking for curious strategic thinkers who thrive in complexity are motivated by making an impact and want to join a team thats passionate about building great products and supporting customers. Our core values Teammateship Grit and Innovation guide everything we do. Whether were collaborating internally or helping customers we approach every challenge with optimism humor and a shared commitment to success.

Benefits
Foley offers a comprehensive benefits package that includes medical dental and vision coverage a 401(k) with company match paid time off and holidays wellness programs and an employee assistance program.

Equal Employment Opportunity
Foley is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression national origin age disability protected veteran status or any other legally protected characteristic.

Reasonable Accommodations
If you require a reasonable accommodation during the application or interview process please contact us at

Employment Status
Employment with Foley is on an at-will basis. Nothing in this job posting or in future communications should be construed as a contract of employment.

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Required Experience:

Unclear Seniority