Serve as the primary escalation point for partners, responding to escalated calls, chats, and emails in a timely manner
Triage, categorize, and route escalated support tickets with accuracy and urgency
Troubleshoot and diagnose complex product, system, and service-related issues
Create, document, and manage development tickets in Jira when Product or Development team involvement is required
Monitor AI support agent performance, identify recurring issues and failure patterns, and provide recommendations for improvement
Capture customer feedback and feature requests and route them to the appropriate internal teams
Serve as a liaison between Customer Success and Product teams by translating customer issues into clear, actionable requirements
Manage customer escalations with professionalism while maintaining clear communication throughout the resolution process
Collaborate with Compliance, Accounting, Filing Services, Product, and other internal teams to resolve complex customer issues
Maintain detailed records of customer interactions, troubleshooting activities, and action items within support systems
Develop expertise in InsCipher products, SaaS support processes, and surplus lines insurance operations
Share knowledge and best practices with team members to improve overall support effectiveness

Bachelor’s degree preferred
2+ years of remote technical support experience
2+ years of experience using Jira, Intercom, or similar ticketing and support platforms
Experience working with AI tools, chatbots, or AI-enabled support systems preferred
Strong technical troubleshooting and problem-solving skills
Excellent written and verbal communication skills
Strong organizational skills and attention to detail
Proficiency with Windows and Microsoft Office Suite applications
Knowledge of surplus lines tax filing preferred
Strong interpersonal skills with the ability to collaborate effectively across teams

Senior Customer Success Specialist

Key skills