Customer Success Support Specialist

About Reliable Premium Management (RPM)

Reliable Premium Management (RPM) is a Pay As You Go workers' compensation payments partner trusted by 10,000+ growing businesses in addition to agents, carriers and every major payroll provider nationwide. RPM connects directly with payroll providers and insurance carriers, so premiums stay accurate, payments stay predictable, and customers never face a year-end surprise. Built on a simple belief – that workers' compensation should be simple, seamless and stress-free – RPM delivers that experience through real people who genuinely care.

As RPM continues to grow, the team behind that experience is everything.

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.

Role Summary

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.

What Success Looks Like

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

Key Responsibilities

Customer Support & Issue Resolution

• 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

Relationship Building & Retention

• 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…