Customer Success Specialist

Role Overview

• 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

Requirements

• Bachelor’s degree preferred
• 1+ years’ experience in customer service
• 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

Benefits

• Health, dental, and vision plans
• Amazing work-life balance with 4 weeks of Paid Time Off
• 10 Paid Company Holidays with 2 floating holidays
• 401K Programs with employer match
• Personal assistance programs for support in a healthy personal and work life