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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.
What you’ll 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 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
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
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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)
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, 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 businesses operate faster, smarter, and safer.
As we continue to grow, we’re looking for curious, strategic thinkers who thrive in complexity, are motivated by making an impact, and want to join a team that’s passionate about building great products and supporting customers. Our core values — Teammateship, Grit, and Innovation — guide everything we do. Whether we’re 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 careers@foley.io
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.
