What are the responsibilities and job description for the Senior Customer Success Specialist position at InsCipher?
At InsCipher, our commitment to our customers is what drives us.
Ours is a culture of innovation and progress. We are a creative team of doers constantly striving to develop value-driven products and services for our customers.
Our ultimate goal is to become the trusted authority and leading partner for state departments of insurance, surplus lines associations, and brokers nationwide. We’re achieving that goal by enhancing every facet of our customers reporting and tax filings through education and innovative, streamlined compliance solutions.
We’re growing fast and want you to be a part of it!
We’re looking for a talented, detail-oriented Senior Customer Success Specialist (CSS) to join our team. Under the direction of the Support Manager this role will be responsible for providing best-in-class customer service and handling inbound requests from our top partners. They will manage all tier 2 tickets escalated from our CSS queues, acting as the first escalation point for the team and as a liaison between the Product and Support teams. This is a remote position.
Key Responsibilities
At InsCipher, you'll join a team of disruptors, innovators, and forward-thinkers. We're not just changing the game; we're creating a new one. We offer a dynamic, inclusive work environment where your ideas are valued, and your contributions lead to real change. With us, you'll have the opportunity to:
We are proud to be an equal-opportunity employer. We are committed to providing equal opportunities to all qualified applicants, regardless of race, color, religion, sex, national origin, disability, or any other legally protected characteristics.
If you need accommodation, please let us know during the interview process.
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Ours is a culture of innovation and progress. We are a creative team of doers constantly striving to develop value-driven products and services for our customers.
Our ultimate goal is to become the trusted authority and leading partner for state departments of insurance, surplus lines associations, and brokers nationwide. We’re achieving that goal by enhancing every facet of our customers reporting and tax filings through education and innovative, streamlined compliance solutions.
We’re growing fast and want you to be a part of it!
We’re looking for a talented, detail-oriented Senior Customer Success Specialist (CSS) to join our team. Under the direction of the Support Manager this role will be responsible for providing best-in-class customer service and handling inbound requests from our top partners. They will manage all tier 2 tickets escalated from our CSS queues, acting as the first escalation point for the team and as a liaison between the Product and Support teams. This is a remote position.
Key Responsibilities
- Handle inbound requests and respond promptly to support calls, chats, and emails
- Assess, categorize, and reassign support requests to internal team members as needed
- Troubleshoot and diagnose system or service issues
- Advocate for customers by capturing feature requests and feedback
- Leverage impeccable customer service skills through phone, email, and chat interactions
- Work cross-functionally to assess and improve internal processes
- Demonstrate fundamental understanding of customer service best practices
- Manage customer escalations with empathy and professionalism
- Track client interactions, maintaining detailed records of communications and action items
- Build domain expertise and grow industry knowledge
- Bachelor’s degree preferred
- 2 years’ experience in customer service
- 2 years’ experience in Jira or similar ticketing system
- Excellent written and verbal communication skills
- Strong technical aptitude and organizational skills
- Proficient with the Office Suite
- Knowledge of surplus lines tax filing a plus
- Excellent interpersonal skills
- Central Standard Time preferred
- Health, dental, and vision plans
- Amazing work-life balance with 4 weeks of Paid Time Off
- 9 Paid Company Holidays with 2 floating holidays
- 401K Programs with employer match
- Personal assistant programs for support in a healthy personal and work life
At InsCipher, you'll join a team of disruptors, innovators, and forward-thinkers. We're not just changing the game; we're creating a new one. We offer a dynamic, inclusive work environment where your ideas are valued, and your contributions lead to real change. With us, you'll have the opportunity to:
- Work on cutting-edge projects that are reshaping an industry
- Collaborate with a team of passionate, like-minded professionals
- Enjoy a culture that values flexibility, innovation, and personal growth
We are proud to be an equal-opportunity employer. We are committed to providing equal opportunities to all qualified applicants, regardless of race, color, religion, sex, national origin, disability, or any other legally protected characteristics.
If you need accommodation, please let us know during the interview process.
Powered by JazzHR
CNc5LIQN6x
Salary : $58,000 - $68,000
