Remote Customer Success Specialist: Tech-Savvy Pro

At Ins Cipher, our commitment to our customers is what drives us.

Ours is a culture of innovation and progress. We are a creative team of doers constantly striving to develop value‑driven products and services for our customers.

Our ultimate goal is to become the trusted authority and leading partner for state departments of insurance, surplus lines associations, and brokers nationwide. We’re achieving that goal by enhancing every facet of our customers reporting and tax filings through education and innovative, streamlined compliance solutions.

We’re growing fast and want you to be a part of it!

We’re seeking a talented, detail‑oriented Customer Success Specialist to join our team. This position is remote. Reporting to the Sr. Technical & Automations Support Manager this role will be responsible for managing inbound technical support requests, troubleshooting product and service issues, and delivering responsive customer support across phone, chat, and email channels while supporting customer success and operational efficiency.

• Act as a primary point of contact for inbound support requests and respond promptly to support calls, chats, and emails
• Assess, categorize, and reassign support requests to appropriate internal team members as needed
• Troubleshoot and diagnose product, system, and service‑related issues
• Advocate for customers by capturing feature requests and customer feedback
• Deliver customer support through phone, email, and chat interactions
• Manage customer escalations with professionalism and attention to resolution
• Track and document customer interactions, communications, and action items accurately
• Collaborate cross‑functionally to support process improvements and operational efficiency
• Develop knowledge of Ins Cipher products, services, and surplus lines processes
• Required to perform other duties as requested, directed, or assigned

• 1+ years of direct customer service experience required
• Strong written and verbal communication skills
• Strong technical aptitude and organizational skills
• Proficiency with Windows and Microsoft Office Suite applications
• Strong interpersonal and problem‑solving skills
• Ability to work independently and manage multiple priorities
• Knowledge of surplus lines tax filing preferred
• 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

At Ins Cipher, you'll join a team of disruptors, innovators, and forward‑thinkers. We're not just changing the game; we're creating a new one. We offer a dynamic, inclusive work environment where your ideas are valued, and your contributions lead to real change. With us, you'll have the opportunity to:

• Work on cutting‑edge projects that are reshaping an industry
• Collaborate with a team of passionate, like‑minded professionals
• Enjoy a culture that values flexibility, innovation, and personal growth

We are proud to be an equal‑opportunity employer. We are committed to providing equal opportunities to all qualified applicants, regardless of race, color, religion, sex, national origin, disability, or any other legally protected characteristics.

If you need accommodation, please let us know during the interview process.