Customer Success Support Specialist

Customer Support Specialist Reporting To:
Manager, Customer Support

Location:

Waite Park, MN | Full-Time | Non-Exempt | In-office/Hybrid (4 days in office, 1 day remote available 90 days after start date)
Pay: $22 – $24/hour

Role Mission

This role exists to deliver on RPM's customer promise — one accurate invoice, audit-forward, stress-free — by resolving customer needs quickly and accurately over phone and email, and building the trust that drives retention.

The Customer Support Specialist at Reliable Premium Management is responsible for resolving customer needs quickly and accurately over phone and email, using Playbooks and SOPs alongside good judgment to know when a situation calls for structured guidance versus a more tailored response. This role is built for someone who's a clear communicator, comfortable balancing SLA-driven work with the occasional judgment call, and genuinely energized by helping a customer leave a conversation feeling taken care of.

This is a fast-paced, high-volume call environment – you’ll be one of the first voices a customer hears when they call in, moving between a steady stream of calls and emails throughout the day – so comfort with that pace matters as much as accuracy and warmth.

This role works closely with the Manager, Customer Support and Senior Specialists, partners with the Customer Onboarding team and the broader Customer Success team, and works directly with customers and payroll providers, to help deliver RPM's promise of an accurate, stress-free experience every time.

If you're energized by solving a customer's problem instead of just closing the ticket, and you believe a great customer experience starts with getting the details right, this role was built for you.

You know you're succeeding when:

• Your phone and email quality scorecards hold at 85% or above

• SLA completion on your assigned renewals, carrier switches, endorsements, and payroll-linked issues stays consistent with team targets (95–97%)

• Invoice corrections or revisions due to your work stay at 3 or fewer per month

• Playbook and SOP timelines are met, with no unresolved escalations past deadline

• You contribute to team retention, NPS, and CES goals through consistent, accurate, and empathetic customer interactions

• Provide professional, efficient support via phone and email, addressing inquiries and resolving issues on first contact where possible

• Process SLA-bound work — renewals, carrier switches, endorsements, payroll-not-linked issues, and payroll switches — within team completion targets

• Resolve customer questions and support requests using Playbooks and SOPs — using judgment to know when a situation calls for structured guidance versus a more tailored response in service of the customer

• Build strong customer relationships through active listening and empathy, reducing avoidable churn

• Maintain up-to-date knowledge of RPM's products, carriers, and payroll provider processes

• Escalate to a Senior or Manager when a situation falls outside existing Playbooks and SOPs, ensuring nothing lingers past SLA

• Document all customer interactions accurately and completely in Hub Spot

• Collaborate with the Customer Onboarding team to ensure a clean handoff and consistent experience across the customer lifecycle

This role is ideal for someone who:

• Communicates clearly and calmly with customers by phone and email

• Is comfortable following a Playbook until judgment says a situation needs something different

• Takes pride in resolving a customer's issue thoroughly, not just quickly

• Builds trust through active listening and empathy, not just accuracy