Customer Support Agent

The Customer Support Agent plays a critical role in supporting Foley customers by answering questions, resolving issues, and guiding users through Foley’s 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.

• 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 Foley’s 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 Foley’s brand and commitment to trust

• 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

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

  • Monday–Thursday: 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)

• 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

• 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

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.

At Foley, we’re reimagining how safety-sensitive industries hire, stay compliant, and manage risk. We’ve evolved into a modern SaaS company with an all-in-one, AI-ready platform that helps transportation, construction, distribution, and utility…