Senior Customer Success Specialist
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Job Description
Senior Customer Success Specialist at InsCipher handling customer escalations and support processes. Collaborating with various internal teams to provide solutions for client issues and maximize support effectiveness.
Responsibilities:
- Serve as the primary escalation point for partners, responding to escalated calls, chats, and emails in a timely manner
- Triage, categorize, and route escalated support tickets with accuracy and urgency
- Troubleshoot and diagnose complex product, system, and service-related issues
- Create, document, and manage development tickets in Jira when Product or Development team involvement is required
- Monitor AI support agent performance, identify recurring issues and failure patterns, and provide recommendations for improvement
- Capture customer feedback and feature requests and route them to the appropriate internal teams
- Serve as a liaison between Customer Success and Product teams by translating customer issues into clear, actionable requirements
- Manage customer escalations with professionalism while maintaining clear communication throughout the resolution process
- Collaborate with Compliance, Accounting, Filing Services, Product, and other internal teams to resolve complex customer issues
- Maintain detailed records of customer interactions, troubleshooting activities, and action items within support systems
- Develop expertise in InsCipher products, SaaS support processes, and surplus lines insurance operations
- Share knowledge and best practices with team members to improve overall support effectiveness
Requirements:
- Bachelor’s degree preferred
- 2+ years of remote technical support experience
- 2+ years of experience using Jira, Intercom, or similar ticketing and support platforms
- Experience working with AI tools, chatbots, or AI-enabled support systems preferred
- Strong technical troubleshooting and problem-solving skills
- Excellent written and verbal communication skills
- Strong organizational skills and attention to detail
- Proficiency with Windows and Microsoft Office Suite applications
- Knowledge of surplus lines tax filing preferred
- Strong interpersonal skills with the ability to collaborate effectively across teams
Benefits:
- 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
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