Note: The job is a remote job and is open to candidates in USA. InsCipher is a company committed to innovation and customer success, aiming to become a leading partner for state departments of insurance and brokers. They are seeking a detail-oriented Senior Customer Success Specialist to manage complex customer support escalations and improve support processes. This role involves troubleshooting technical issues, liaising between teams, and enhancing customer service tools.
Responsibilities
- 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
- Required to perform other duties as requested, directed, or assigned
Skills
- Bachelor's degree preferred
- 2+ years of remote technical support experience
- 2+ years of experience using Jira, Intercom, or similar ticketing and support platforms
- 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
- Strong interpersonal skills with the ability to collaborate effectively across teams
- Experience working with AI tools, chatbots, or AI-enabled support systems preferred
- Knowledge of surplus lines tax filing preferred
Benefits
- Health, dental, and vision plans
- Amazing work-life balance with 4 weeks of Paid Time Off
- 10Paid Company Holidays with 2 floating holidays
- 401K Programs with employer match
- Personalassistanceprograms for support in a healthy personal and work life
Company Overview
InsCipher provides tax filing and insurance automation solutions services. It was founded in 2016, and is headquartered in Pleasant Grove, Utah, USA, with a workforce of 51-200 employees. Its website is https://www.inscipher.com.