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Client Success
Customer Experience Rep
Be the first point of contact for clients navigating questions about coverage, billing, policy changes, and general support needs.
Remote (US) Full-time
How you'll make an impact
- ● Deliver responsive, empathetic support that turns complex insurance questions into clear answers.
- ● Create a best-in-class client experience that drives retention and word-of-mouth referrals.
- ● Surface patterns from client questions to improve documentation and self-service resources.
Responsibilities
- ● Respond to client inquiries via email, phone, and chat about policy coverage, billing, and account questions.
- ● Triage requests and route complex issues to account managers, underwriting, or claims specialists.
- ● Document all interactions in the CRM and track resolution times to maintain service standards.
- ● Collaborate with the team to identify FAQ trends and recommend knowledge base improvements.
What we're looking for
- ● Experience in customer support or client-facing roles, ideally in insurance or financial services.
- ● Excellent written and verbal communication with the ability to explain technical concepts simply.
- ● Strong problem-solving skills and the ability to stay calm under pressure.
- ● Comfortable using CRM tools and learning insurance terminology quickly.
Nice to have
- ● Familiarity with commercial insurance products or agency operations.
- ● Experience with ticketing systems or customer success platforms.