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Customer Experience Associate

Sure

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Deliver outstanding customer experiences across multiple channels including phone, text, and email
  • Serve as the go-to insurance expert, guiding customers through the full policy lifecycle—from initial sales through coverage adjustments, policy updates, billing questions, verification and beyond
  • Maintain proper documentation of all customer interactions
  • Assist with billing adjustments, including payment and refund processing and tracking.
  • Provide white-glove service that exceeds customer expectations at every touchpoint
  • Identify opportunities to enhance processes and contribute to operational efficiency
  • Participate in special projects aimed at scaling operations and improving customer outcomes
  • Provide continuous feedback to optimize tooling including AI assistants.
  • Build strong working relationships across customer experience, partnerships, leadership, and cross-functional teams
  • Challenge conventional approaches and bring fresh perspectives to insurtech challenges
  • Operate as a collaborative team player in a dynamic, entrepreneurial setting

Requirements

  • 1+ years of experience in a high-volume, customer-facing role or contact center environment
  • Exceptional problem-solving abilities with a proactive approach to finding solutions
  • Outstanding communication and presentation skills
  • Tech-savvy with the ability to quickly learn new software platforms
  • Self-starter mentality with strong initiative and ownership
  • Creative and strategic thinker focused on elevating customer experience
  • Ability to thrive in a fast-paced, innovative, and evolving environment
  • Ability to obtain relevant insurance licenses within 30 days from date of hire
  • Preferred: Experience with tools such as Notion, Freshsales, and Zendesk (or willingness to learn)
  • Preferred: Background in insurance or Property and Casualty License (company will sponsor licensing if needed)
  • Preferred: Genuine passion for building a career in the insurtech space
Benefits
  • Remote-first culture. We work from home and embrace digital collaboration
  • Impactful work: We're transforming a trillion-dollar industry that touches everyone's lives
  • Award-winning growth: Named among Deloitte Technology Fast 500, Inc. 5000, Forbes Fintech 50, and CNBC World's Top Insurtech Companies
  • Culture is everything. Join an incredible team of smart, passionate, collaborative and driven individuals.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicebilling adjustmentspayment processingrefund processingpolicy lifecycle managementproblem-solvingdocumentationoperational efficiencycustomer experience enhancementinsurance knowledge
Soft Skills
communication skillspresentation skillsproactive approachself-starter mentalityinitiativecreative thinkingstrategic thinkingcollaborationrelationship buildingadaptability
Certifications
insurance licenseProperty and Casualty License