Customer Support Representative

Title: Customer Support Analyst

Reports to: Associate Director of Customer Support

Location: Remote (US)

About the role:

InsurePay is looking for an individual who has a passion for customer support and the ability to deliver an exciting industry-leading solution to the property and casualty market. InsurePay is looking for someone who is at the beginning of their career with around 2 years of experience in Customer Support. You will be a member of a geographically dispersed team that provides customer-facing support for our InsurePay (Pay-As-You-Go) platform. You will do this by building strong, direct client relationships and optimal internal processes that enable proactive issue resolution through external and internal coordination and communication resulting in superior customer satisfaction.

You must enjoy working in a dynamic and fast-paced environment where each day is different from the last. If you are ready to take on a new challenge and be truly part of building a company, this is the role for you!

You're excited about this opportunity because you will ....

• Be responsible for providing direct customer support to serve our InsurePay customer base
• Build strong, credible relationships with our customers through rapid issue resolution, support capacity, and continual improvement to drive superior client satisfaction
• Act as the “voice of the customer” and provide feedback internally to improve the customer experience
• Continually improve your knowledge of the InsurePay platform offerings and the customer's business/industry/needs to ensure that you are delivering the best possible customer Support
• Align and coordinate with all internal teams to ensure client needs are being met
• Ensure timely resolution, escalation and follow up of all customer queries/issues
• Troubleshoot customer issues by researching, assessing, and deciding best course of action to resolve quickly and efficiently
• Take the initiative to act and resolve all customer issues

We're excited about you because you ….

• Are proactive, positive, a self-starter, and team player with a proven track record of continually improving process by developing/driving initiatives through collaboration to improve customer satisfaction
• Demonstrate a passion for creating the ideal organization and process to drive superior customer support
• Demonstrate the ability to effectively communicate both cross-functionally (sales, product, marketing) and to external customers over multiple media to drive customer satisfaction
• Can digest complex data and communicate it to customers and colleagues in a manageable, clear, and concise way
• Have excellent organization, presentation, and meeting facilitation skills
• Have a track record of success in thinking strategically and executing tactically while providing consistently superior customer satisfaction and retention in a fast-paced environment

Experience

• Bachelor's degree
• 2-3 years' experience providing direct customer support for enterprise level SaaS platform(s)
• Experience, knowledge, and comfort using technology tools and applications
• Superior communication using a variety of communication and workflow tools
• Including experience with MS Office, Teams, Zoom, Salesforce, Jira, etc.
• Zendesk experience required
• Workers comp experience required
• Payroll experience required

Benefits

• Competitive compensation
• Generous vacation policy
• Full medical, dental, and vision packages
• 100% employer paid Life and AD&D Insurance
• Optional LTD and STD coverage
• 100% employer paid employee assistance program
• Paid Parental Leave
• 401(k) with company match

About Us:

InsurePay® is a SaaS billing and payments platform that ensures accuracy of insurance premiums and offers integrated payments and reconciliations for Agencies, Carriers, MGAs, and insurance technology providers. We are empowering carriers to allow policyholders to pay only for what they need through accurate, timely, and data-driven reconciliations with a feature-rich platform that offers carrier payables, vendor payables, and claims payments all integrated to back-office systems.

With the ability to deliver an industry-leading solution, we pride ourselves on being a leader in the property and casualty market. We are a venture backed Insurtech company who is growing fast … like really fast! We hope you come join us!