Provide phone-first customer support to insurance agents and policyholders through calls, email, and chat. Resolve service and billing inquiries, maintain quote files and CRM notes, assist with onboarding and account setup, guide users on tools, and escalate recurring feedback. The role also contributes to evolving customer service processes and playbooks in a fast-growing startup.

Leads cross-functional business initiatives, process improvements, AI and automation adoption, KPI analysis, dashboard development, change management, and operational reporting. Partners with senior leadership and teams across underwriting, marketing, sales, RevOps, support, product, and R&D to improve efficiency and scalability. Also supports vendor agreements and operational projects such as office moves.

Manage direct bill premium payments, cash application, accounts receivable aging, reconciliations, refunds, payment exceptions, collections, reporting, and audit support. Resolve billing discrepancies and payment disputes while communicating with policyholders, agents, brokers, and internal teams. The role requires accurate multi-system billing work, Excel reporting, independent judgment, and collaboration across finance, customer service, and underwriting.