Customer Support Representative The Customer Support Representative (CSR) is a key member of our frontline Customer Experience team, focused on providing exceptional support to employees, plan administrators, and advisors primarily through our live chat channel. This role ensures that all users have a smooth and efficient experience using the myHSA platform, with a solid emphasis on accurate information, timely resolution, and a positive tone. CSRs are our go-to for handling high volumes of transactional support, troubleshooting account issues, and ensuring users feel heard and supported - without needing to pick up the phone.

This is a flexible hybrid role, with in-office work days required in our Calgary office. Key Responsibilities

Respond to inquiries via Intercom chat and email related to account access, claims, plan details, and general troubleshooting

Walk users through technical issues, platform navigation, and benefit usage questions in a live chat environment

Ensure quick and accurate support while maintaining a high standard of tone and professionalism

Identify and direct any inquiries, issues or platform bugs to the appropriate internal teams

Flag emerging patterns or repeated issues to the Head of Experience for further analysis and action

Use discretion to escalate complex or high-stakes issues to the correct contacts

Work closely with Adjudication, Advisor Support, and all other departments to ensure seamless resolution of inquiries

Participate in team discussions and process improvement initiatives

Stay up to date on platform changes, updates to plan rules, and frequently asked questions





Maintain a high standard for security and policy as this role deals with private and sensitive information Skills & Qualifications

1–3 years of customer service or customer support experience

Strong written communication skills with a friendly, solution-oriented tone

Comfortable working in a live chat, high-volume environment with competing priorities Highly organized and detail-oriented with a strong ability to follow through on assigned tasks

Familiarity with Intercom or other chat-based customer support tools is considered an asset

Comfortable working collaboratively across teams

What You’ll Gain

As part of a growing benefits platform, you’ll play a direct role in shaping experiences used by businesses across Canada, with opportunity to learn, develop, and grow.

We support you with a comprehensive benefits package, including health, dental, vision, and spending accounts. Our vacation policy scales with your time at the company, starting at two and a half weeks and growing to four weeks of PTO after three years. You’ll have regular one-on-one check-ins, clear performance management, and open feedback so you always know how you can grow.

Our 17th Ave office is bright, recently re-decorated, and stocked with good coffee, a drink fridge, snacks, and friendly people that make coming to work enjoyable.

How to Apply

Finding the right fit for this role is important to us, and your application is your chance to show us who you are: your voice, your attention to detail, and your excitement about joining the team.

Submit an up-to-date resume that highlights the skills and experience we are looking for

Include a personalized cover letter to share why the Customer Service Representative role excites you and how your background connects to it

📌 Customer Support Representative (Calgary)
🏢 myHSA
📍 Calgary