Customer Success Specialist; CSS

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 looking for a talented, detail‑oriented Customer Success Specialist (CSS) to join our team. Under the direction of the Support Manager this role will be responsible for providing best‑in‑class customer service and handling our inbound requests.

• Handle inbound requests and respond promptly to support calls, chats, and emails
• Assess, categorize, and reassign support requests to internal team members as needed
• Troubleshoot and diagnose system or service issues
• Advocate for customers by capturing feature requests and feedback
• Leverage impeccable customer service skills through phone, email, and chat interactions
• Work cross‑functionally to assess and improve internal processes
• Demonstrate fundamental understanding of customer service best practices
• Manage customer escalations with empathy and professionalism
• Track client interactions, maintaining detailed records of communications and action items
• Build domain expertise and grow industry knowledge

• Bachelor's degree preferred
• 1+ years' experience in customer service
• Excellent written and verbal communication skills
• Strong technical aptitude and organizational skills
• Proficient with the Office Suite
• Knowledge of surplus lines tax filing a plus
• Excellent interpersonal skills

• 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

$23/hr - $26/hr

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.