Hourly

Customer Success Manager

• Provide exceptional customer support to payroll clients via phone, email, and chat
• Gather, enter, organize, and manage migration and onboarding data accurately
• Manage customer accounts and ensure timely onboarding through the customer success program
• Maintain detailed and accurate records of customer interactions, delivering data-driven insights to support business decisions
• Perform initial troubleshooting and triage of customer issues, escalating complex cases when necessary
• Proactively identify and resolve potential customer concerns before they escalate
• Develop and maintain expert knowledge of Hourly’s software products, payroll processes, and the insurance industry
• Support and process U.S.-based payroll operations with accuracy and attention to compliance requirements
• Communicate clearly, professionally, and effectively in both written and spoken English across all customer interactions
• Build strong client relationships by delivering a positive, solution-oriented customer experience
• Collaborate cross-functionally with internal teams to ensure customer success and satisfaction throughout the client lifecycle

Customer Success Associate

Operations

• Review workers’ compensation insurance applications and documentation for accuracey and completion
• Efficient and accurate transfer of data into carrier portals and Hourly admin system
• Preparation of written communication on underwriting appetite and requirements, proposals, referrals, endorsements and declinations.
• Assist with the tracking and communication of submissions and renewals via internal spreadsheets and documentation
• Assist with binding of policies, processing of endorsements, along with entry and preparation of new and renewal submissions
• Meet with Underwriting team on a regular basis to communicate coverage needs and further understand book of business

Customer Success Associate

Insurance Operations Associate