Remote Opportunity
About Convr: Commercial Insurance Carriers are falling short on delivering compelling customer experiences. Outdated business processes, inaccurate data and technologies are holding them back from elevating and delivering on better customer experience. In addition, this is adding costs to doing business. Above and beyond the customer experience these issues increase a carrier's expense ratio and manual entry errors cost time and money. With Convr, commercial P&C insurers manage the underwriting process from submission to quote with an on-demand software platform with a built-in Artificial Intelligence decisioning engine, empowering them to make better decisions, faster. Our vision is to transform the world through data, discovery, decision and we do that today by empowering commercial carriers with a core underwriting management system enabling a frictionless experience, delivering superior performance, optimal efficiency and world-class customer engagement from submission to quote. Make a difference in commercial and property insurance industry by joining and leading our marketing efforts.
Role Overview: In this role, you will be joining the Customer Experience Team as a Customer Support Specialist. You'll spend most of your time interacting directly with customers and ensuring that they have an amazing experience using the Convr platform. Daily tasks include gathering information from users, triaging, diagnosing, and resolving issues reported to Convr. This role will serve as the liaison between Customer Success and Product, serving as the voice of the customer to make our product better. You will be the first dedicated hire for our Customer Support team and will partner with the VP of Customer Experience and other leaders in the organization to solidify, refine, and continuously improve our processes and procedures. This is a great opportunity for an experienced candidate who is looking for an opportunity to make a mark on the organization and develop your skillset.
Who You Are:

• Have 3-4 years of experience interacting with new and existing customers and managing customer data
• Have unparalleled dedication to the customer's best interest
• Are natural communicators who adjust their style to match their audience
• Are very comfortable with written communication-our primary support channel is email
• Are skilled at eliciting just enough information to solve the problem
• Are both a creative problem solver and critical thinker
• Have an eye for detail, are natural organizers, and exceptional at time management
• Are familiar with SaaS and enterprise AI software
• Have used Zendesk and Jira, love Zendesk and Jira, feel like their life is incomplete without Zendesk and Jira (just kidding-but we do use Zendesk and Jira, so it's a plus if you're comfortable using them)
• Have knowledge of commercial P&C insurance (not a requirement, but certainly a plus)

What You'll be Doing:

• Expert at managing the support ticket queue and be responsible for driving customer requests to a timely resolution
• Responsible for owning a wide variety of customer requests from start to finish while ensuring key stakeholders are consistently updated with relevant information
• Create and optimize internal and external support documentation
• Act as a liaison between customers and development, when necessary, to resolve difficult technical issues faced by our customers
• Report on metrics related to customer issues, themes, bug closure rate, SLAs
• Work cross-functionally with Customer Success Managers, Product Managers and Development teams to deliver exceptional service, and ensure we are exceeding customer expectations
• Be a customer-facing representative of Convr and ensure professionalism, actively listening and understanding the needs of our customers, and ensuring a solution-oriented mindset

Role Requirements:

• 3+ years of experience in Customer Success with a SAAS Company
• Experience using Zendesk or Jira

Why Join Convr?

• Full Transparency. We believe in open communication with our team and clients.
• Excellent work-life balance. We believe in flexibly because "life" happens! (unlimited PTO!)
• Team mentality. We believe in "All Hands on Deck"! Helping one another regardless of department.
• Everyone knows your name. We are a small company of ~50 employees. You will not be just a number!
• Growth. We believe in challenging yourself to develop your career.
• We are going places! We have a passionate team taking Convr to the next level!