Customer Support Representative- English & German

At Veriforce, we help companies in high-risk industries keep their people, worksites, and supply chains safe and compliant. As a global leader in contractor and supply chain risk management, our SaaS platform simplifies contractor onboarding, credentialing, and compliance while providing powerful analytics and insights. Beyond software, we offer expert support, training, and consulting so our clients can operate with confidence. Together, we’re making workplaces safer every day.A Customer Support Representative, you will be responsible for delivering high‑quality support to contractors and customers throughout their lifecycle—from onboarding and activation to renewals, compliance support, and ongoing assistance. You will handle both inbound and outbound communications and provide support via phone, email, live chat, and virtual meetings.This role requires a customer‑first mindset, strong communication skills, and the ability to resolve product and service‑related inquiries efficiently, professionally, and positively. While this is a remote position, occasional travel to a local or central office for team meetings or training may be required.
Key Responsibilities
Contractor Onboarding & Portfolio ManagementConduct contractor onboarding and activationProvide ongoing user support for assigned contractor portfoliosManage contractor status and ensure accurate system recordsSupport subscription renewals and contribute to customer retention effortsCustomer Support & Compliance AssistanceRespond to inbound customer queries related to the ComplyWorks systemProvide basic administrative guidance or refer customers to safety file administration partners as neededAssist with compliance‑related questions and general system navigationAdministration & ReportingComplete daily administrative data capturing as requiredMaintain accurate records of all inbound and outbound customer engagementsAssist with invoice reconciliation in the billing system when requiredSupport reporting, report inputs, and report generation as neededCollaboration & Continuous ImprovementAttend and prepare for all individual and team meetings as scheduledAssist with new team member onboarding and training when requiredParticipate in peer quality reviews of customer engagements and documentationContribute to team documentation, including SOPs, manuals, and registersCustomer Engagement & Growth SupportMaintain strong, constructive relationships with contractor companies, with a focus on retention and solution adoptionReport on subscriber engagement, risks, and overall account healthParticipate in outbound or telephonic canvassing related to new or existing products and featuresIdentify and escalate opportunities where contractors may benefit from additional employer or value‑added solutions
Skills, Knowledge and Expertise
RequiredFluency in English and German (reading, writing, and speaking)Grade 12 / Matric or equivalent qualificationMinimum 2 years of customer support experienceAt least 2 years of contact center experience (phone and chat support)Minimum 1 year of remote / work‑from‑home experienceExperience using Salesforce or a similar CRM systemProficiency with Microsoft 365 (Excel, Outlook, OneDrive, SharePoint)Excellent verbal and written communication skillsAbility to manage multiple customer interactions with professionalism and accuracyExperience supporting international customers and multilingual environments

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