Senior Customer Success Specialist

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🔥 0 minutes ago

⛷️ Utah – Remote

⛷️ Utah – Remote

💵 $60k - $80k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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InsCipher

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🤝 B2B

🔌 API

SaaS • B2B • API

InsCipher is a B2B software and services company that simplifies surplus lines tax calculation, filing, and payment for insurance industry participants. It offers a SOC-2 certified SaaS platform (InsCipher Connect®), fully-managed filing services, and developer APIs (Tax Calculator API, Tax Docs API) to help MGAs, brokers, retail agencies, and carriers automate tax compliance and reporting across U. S. states and territories.

📋 Description

• 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

🎯 Requirements

• Bachelor’s degree preferred • 2+ years of remote technical support experience • 2+ years of experience using Jira, Intercom, or similar ticketing and support platforms • Experience working with AI tools, chatbots, or AI-enabled support systems preferred • 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 • Knowledge of surplus lines tax filing preferred • Strong interpersonal skills with the ability to collaborate effectively across teams

🏖️ 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