Senior Production Support Representative

🔥 16 hours ago

🏄 California – Remote

🏄 California – Remote

💵 $20 - $36 / hour

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SquareTrade

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🛡️ Insurance

🛒 Retail

💰 $238M Private Equity Round on 2012-01

Insurance • Retail • Consumer Electronics

SquareTrade is a company that offers protection plans for consumer electronics and appliances through its parent company, Allstate Protection Plans. It provides comprehensive protection and warranty services for items such as smartphones, TVs, furniture, and major appliances. Known for its innovative approach in the protection plans sector, SquareTrade focuses on providing hassle-free, reliable service to its customers, including same-day phone repairs and easy online claims filing. It partners with leading retailers and mobile carriers in North America, Europe, Japan, and Australia, and its protection plans are preferred by a significant number of consumers over competitors. With a strong commitment to excellent customer service, SquareTrade ensures peace of mind to its customers by safeguarding their purchases with trusted protection solutions.

📋 Description

• Handle customer and agent challenges with portals, service tools, and products • Assess issues individually, escalate according to impact, and resolve issues independently wherever possible • Serve as subject matter expert for SquareTrade products including File A Claim Agent, File A Claim, Smart Concierge, and AI voice agents • Own the Missing Warranty Process and upload warranties for escalations or one-off System Concerns requests • Manage system concerns • Monitor production signals including Datadog dashboards and alerts, Amplitude traffic, and issue intake trends • Triage, replicate, and document issues with reproduction steps, evidence, and data-backed business impact statements • Log and manage System Escalations in Agility, route issues to Digital Product Team planning rooms, and follow them through resolution • Classify issues as defects, working-as-designed, or enhancements to support prioritization • Coordinate existing System Escalations, confirm ownership, refresh impact, and keep items moving • Support Claim Closings within SLA and communicate risks or delays • Provide guidance to MOD, BackOffice, and CRT for High Risk Escalations • Assist with GDPR Legal Escalations and other compliance needs • Host or support regional Bug Scrum Meetings for customer issues across multiple regions • Collaborate with Product, Engineering, DB, Business Architecture, CX, and Operations teams • Troubleshoot, participate in Teams meetings, and follow up on triage efforts • Use SQL, reporting, dashboards, and other data sources to size issues and identify trends • Use approved AI and agentic tools to accelerate triage, replication, pattern-finding, and impact statements while validating outputs • Test and validate customer and specialist service tools and provide feedback on defects and experience gaps • Help shape production issue detection and triage processes • Innovate and improve processes as capacity permits

🎯 Requirements

• Multiple years of experience with, and deep knowledge of, SquareTrade’s Global systems and service processes (or equivalent experience in a comparable production support / service operations environment) • Excellent communication and collaboration skills, including writing clear, concise impact statements for business and technical audiences • Documentation and sharing knowledge • Global team player with flexibility to provide rotational regional coverage • Leading initiatives with minimal oversight • Thirst for innovation • Customer-centric mindset: understands how system issues affect customers and front-line specialists • Data acumen: comfortable using data to quantify impact and prioritize • Consistent, dependable service delivery • Zendesk experience/certification • Familiarity with Splunk and/or Datadog/certification • Good understanding of Agility (or Jira) processes, Scrum, Kanban basics; familiarity with Outcome-Based Delivery (OBD) and DPT ways of working • Able to host and lead meetings • SQL, CRM (Salesforce) expertise, SquareTrade-specific product and portal experience • Hands-on experience using AI assistants or agentic tools for analysis, troubleshooting, or documentation • Minimum of 6 months experience at SquareTrade in your current position (eligible internal candidates only) • Ability to pass a background investigation • SquareTrade/Allstate Protection Plans generally does not sponsor individuals for employment-based visas for this position

🏖️ Benefits

• Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA) • Up to 4% company match into 401(k) and contributions into your company-sponsored pension • $75/month budget to help prioritize your physical wellbeing • $80/month stipend to subsidize connectivity costs • Mental health resources including free 1:1 therapy, coaching sessions and digital resources • Supportive leave policies • Generous PTO Policy in addition to 9 Company Holidays • Tuition reimbursement up to $5,250 per year • Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team • Various corporate perks and discounts

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