Customer Success Specialist

Job Description:

• 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

• Bachelor’s degree preferred
• 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