Customer Success Specialist

Remote (United States)

Job Details

Employment Type: Full-time

Compensation: $23.00 - $26.00 per hour

Position Overview

This opportunity is for a detail-oriented Customer Success Specialist responsible for providing high-quality customer service and managing inbound support requests. Reporting to the Support Manager, this role assists customers through phone, email, and chat while troubleshooting issues, managing escalations, documenting interactions, and coordinating with internal teams.

The organization provides reporting, tax-filing, education, and compliance solutions for state departments of insurance, surplus lines associations, and insurance brokers nationwide. The work environment emphasizes innovation, collaboration, flexibility, professional development, and continuous improvement.

What You’ll Do

• Handle inbound customer requests and respond promptly to support calls, chats, and emails.
• Assess, categorize, and reassign support requests to the appropriate internal team members when necessary.
• Troubleshoot and diagnose system-related or service-related issues.
• Manage customer escalations with empathy, professionalism, and sound judgment.
• Provide a consistently high standard of customer service through phone, email, and chat interactions.
• Advocate for customers by documenting feature requests, concerns, and product feedback.
• Track customer interactions and maintain detailed records of communications, decisions, and follow-up actions.
• Collaborate across departments to evaluate and improve internal processes.
• Apply a fundamental understanding of customer service best practices in daily interactions.
• Develop subject-matter expertise and expand knowledge of the industry, reporting processes, tax filings, and compliance solutions.
• Contribute to innovative projects designed to improve products, services, and the overall customer experience.
• Collaborate with professionals who value innovation, flexibility, personal growth, and meaningful improvements.

Qualifications

• At least one year of customer service experience.
• Bachelor’s degree preferred.
• Excellent written and verbal communication skills.
• Strong technical aptitude and the ability to troubleshoot customer issues.
• Strong organizational skills and attention to detail.
• Proficiency with Microsoft Office Suite.
• Excellent interpersonal and customer relationship skills.
• Knowledge of surplus lines tax filing is a plus.

Benefits

• Health, dental, and vision insurance plans.
• Four weeks of paid time off to support work-life balance.
• Ten paid company holidays.
• Two floating holidays.
• 401(k) retirement program with employer matching contributions.
• Personal assistance programs that support a healthy personal and professional life.
• A flexible and inclusive work environment that values innovation, professional growth, and employee contributions.
• Opportunities to participate in forward-looking projects that are helping modernize an established industry.