The Role
Provides bilingual Spanish-English customer support for the CompliancePro SaaS platform through phone, email, and chat. Resolves technical, product, process, and compliance questions; assists with navigation, contractor account changes, and mergers. Documents cases in Salesforce or a CRM, monitors customer health, supports product adoption, escalates issues, and collaborates internally to improve customer experience and support processes.
Summary Generated by Built In
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.
At Veriforce, stellar customer service is foundational to the customer experience. We empower our customers through timely, accurate, and human-centered support. Our goal is to build trust, drive adoption, and ensure customers achieve maximum value from our products.
As a Customer Support Representative (CPro), you will serve as a key point of contact for customers (contractors). You will primarily support the CompliancePro (CPro) platform, with opportunities to expand you support in additional platforms on an as needed basis,
At Veriforce, stellar customer service is foundational to the customer experience. We empower our customers through timely, accurate, and human-centered support. Our goal is to build trust, drive adoption, and ensure customers achieve maximum value from our products.
As a Customer Support Representative (CPro), you will serve as a key point of contact for customers (contractors). You will primarily support the CompliancePro (CPro) platform, with opportunities to expand you support in additional platforms on an as needed basis,
by handling inbound and outbound communications via phone, email, and chat, while ensuring issues are resolved efficiently, professionally, and with a strong sense of ownership.
What that means day-to-day:
Customer Support & Communication
- Handle inbound and outbound customer interactions via phone, email, and live chat
- Provide professional, empathetic, and accurate support across all communication channels
- Resolve product, process, and technical issues while maintaining high customer satisfaction
CPro Program Support
- Technical Support: Resolve technical issues, troubleshoot problems, and guide customers through solutions.
- Product/Service Information: Provide details about products or services, including specifications, features, and updates.
- General Navigation Assistance: Helping customers navigate through systems, platforms, or services to improve their experience.
- Compliance Inquiries: Addressing customer questions or concerns related to compliance, training, and requirements relevant to our company's operations.
- Additionally, manage all complex contractor name changes and account mergers.
Customer Success & Collaboration
- Track customer inquiries and feedback to identify trends and improvement opportunities
- Proactively monitor customer health and escalate risks as needed
- Encourage product adoption by sharing best practices and optimization strategies
- Partner with internal teams to resolve escalations and improve the end-to-end customer experience
Systems & Documentation
- Accurately document all customer interactions in Salesforce (or CRM)
- Maintain detailed case notes, follow-ups, and resolution tracking
- Contribute insights to improve processes, knowledge bases, and support workflows
What you’ll need to be successful:
Qualifications
- Fluency in written and verbal Spanish
- High School Diploma or GED required
- 1+ year of customer service or customer support experience (call center or SaaS environment preferred)
- Typing speed of 40+ WPM
- Proficiency with Microsoft Office tools
- Experience using Salesforce or a CRM system preferred
Skills & Competencies
- Excellent written and verbal communication skills
- Ability to learn quickly with strong self-learning capabilities
- Comfortable managing customers and contractors by phone, chat, and email
- Customer-first mindset with a high level of ownership and accountability
- Highly collaborative team player with adaptability to changing workloads and processes
- Open to feedback and committed to continuous improvement
- Self-motivated, dependable, and focused on delivering positive customer outcomes
- Strong problem-solving skills with perseverance through resolution and attention to detail
- Strong interpersonal skills
Work Schedule & Availability
- Ability to work 8-hour shifts during weekdays within a service coverage window of 5:00 a.m. to 7:00 p.m. CT
- Ability to work weekends on an as needed basis during a service coverage window of 5:00 a.m. to 7:00 p.m. CT
- Shift schedules may vary and are subject to change to support customer demand, operational coverage, and future growth
- Willingness to maintain scheduling flexibility with reasonable notice
What you’ll get in return:
Here are just a few of the great reasons to join our team!
- Work with a global team! We have colleagues and customers across North America and around the world.
- Veriforce is a great place to work! Our leaders and team members consistently cite our culture as one of the top reasons it’s a great place to build a career.
- Veriforce provides
- 100% employer-paid medical and dental insurance for employees
- Monthly contributions to Health Savings Accounts
- A 401(k) match that is immediately fully vested
- Outstanding time off benefits
- Paid time off for volunteer activities
- Remote work opportunities
All job offers will be contingent on the successful completion of a background check.
About
Equal Employment Opportunity We are an equal opportunity workplace. All candidates will be afforded equal opportunity through the recruiting process. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, disability, gender identity and/or expression. We are dedicated to growing a diverse team of highly talented individuals and creating an inclusive environment where everyone feels empowered to bring their authentic selves to work. If you are contacted for an interview and require accommodation/adjustments during the interviewing process, please let us know.
Skills Required
- Fluency in written and verbal Spanish
- High School Diploma or GED
- At least 1 year of customer service or customer support experience
- Typing speed of 40 or more words per minute
- Proficiency with Microsoft Office tools
- Experience using Salesforce or a CRM system
- Ability to work 8-hour weekday shifts within the 5:00 a.m. to 7:00 p.m. CT service window
- Ability to work weekends as needed
- Willingness to maintain scheduling flexibility
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The Company
What We Do
We help create better workplaces, and help to keep people safe, reduce risks and simplify processes through our expert teams and technology. Since 1979, we’ve been providing our clients with market-leading compliance and risk management solutions. We have expanded over the years to include certification, accreditation, HR and health and safety consultancy for SMEs, and training expertise, resulting in the Alcumus business that exists today. By building great relationships with our customers, we understand their needs and provide a range of technology solutions, advice and support that helps to identify and minimise risks, navigate compliance and create better workplaces to keep people safe. Our solutions go beyond simple box ticking exercises, where we constantly look for new and innovative ways to support and enhance our clients’ businesses and make it easier for them to keep their workforce safe by embracing new and evolving technology. Our team includes over 1,000 employees across our UK, North American, American and APAC offices. We take great pride in being an inclusive organisation by respecting and appreciating each individual, regardless of age, gender, ethnicity, religion, disability, sexual orientation, education, or nationality, creating a safe, positive, and nurturing environment. Whether you’re a contractor, SME or multi-national enterprise, we’re here to help create safe and effective workplaces.
