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