Job details
Job type full-time
Full job description
Our platform customer success associates play a key role at the intersection of our product and engineering teams to ensure that sure`s enterprise clients experience sure`s excellent customer careAs a customer success associate, you are on the front lines interacting with sure`s enterprise clients via email and chat to resolve their issues and requestsYou will also collaborate with relevant internal teams (engineering, qa, product) to complete the support requests including ticket documentation, management of escalations, and clearly communicated resolution of customer needs.
What you`ll be doing:
Provide support for client`s technical and product issues
Communicate with clients over a support system, email and communicate with relevant internal teams about issues and requests
Be available and respond per service level agreements (sla)
Ensure clients have a good experience interacting with us when in need of assistance
Be a liaison between our clients and product team to provide ongoing feedback
Escalate issues to the technical team as needed
Prepare support reports by collecting, analyzing, and summarizing support tickets and requests
Partner with the qa team to help them identify linked issues across clients
Maintain a positive, empathetic, and professional attitude toward customers at all times
Knowing our products inside and out so that you can answer questions
Provide feedback on the efficiency of the customer service process
Ensure customer satisfaction and provide professional customer support
What we`re looking for:
Bachelors degree
Positive attitude, willingness to learn, and the desire to be part of a company changing an industry
Customer-facing experience in a support setting
Ability to stay calm when customers are stressed or upset
Excellent english communication skills, both verbal and written
Self-directed and self-motivated individuals comfortable working with diverse teams
Sure offers employees benefits including: unlimited pto, a variety of medical, dental and vision insurance plans covered at 80%, 401k plan, equity, employee assistance program, generous parental leave, home office stipend, an annual company retreat, and so much more!
About sure.
Sure, an insurance technology company, powers digital insurance programs for the world’s most recognized brands and carriersIts enterprise saas platform and apis accelerate digital transformation and omnichannel distribution without the need for additional it resourcesSure streamlines all aspects of digital insurance sales and service with features designed for each phase of the insurance lifecycleFounded in 2014, the company is remote first and has customers around the globe.
We are an equal opportunity employer and value diversity at our companyWe do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
For more information, visit https://www.sureapp.com/Follow @surehq on twitter, facebook and instagram.
Employment at sure is contingent upon a satisfactory verification of a general and criminal background checkUpon an offer of employment, all prospective employees may be required to complete an employment applicationAny background verifications will be obtained with written consent from the individual.
