Customer Support Specialist

Summary

Join Tint as an early Customer Support hire and play a key role in shaping customer support. You will be the front line for customer inquiries, providing accurate information and resolving issues. Responsibilities include collecting customer feedback, escalating issues to relevant teams, and advocating for customers. You will also maintain a thorough understanding of company products and services. This is a full-time, fully remote role with a flexible schedule. The ideal candidate has a P&C License, 3+ years of customer support experience, and 1+ year supporting the insurance industry. Tint values a customer-first approach, adaptability, and a results-oriented mindset.

Requirements

• P&C License
• 3+ years of customer support experience
• 1+ years supporting the insurance industry
• Excellent verbal and written communication skills
• Proven phone contact handling and active listening skills
• Strong analytical and problem-solving skills
• Experience using Dialpad, HubSpot, Front, Google Mail/Sheets/Docs

Responsibilities

• Provide customers with accurate, valid, and complete information
• Respond to, route, and resolve customer inquiries in a friendly, prompt, and professional manner, properly documenting all customer interactions in the CRM
• Escalate issues to the appropriate internal teams for further investigation and resolution
• Collect feedback from customers and file feature/bug tickets on customer’s behalf for product and engineering teams to consider
• Follow up with customers to ensure their issues are resolved and gather feedback on their experience
• Advocate for the customer by providing insights and feedback to internal teams to enhance the customer experience
• Maintain a thorough understanding of company products, services, and policies to provide accurate information to customers
• Identify anomalies/new issues arising from the product and proactively flag them to the right team
• Work with the operations team to ensure that our customer service tools (phone, email, web portal) are kept up to date
• Assist in the development and implementation of customer service policies and procedures

Preferred Qualifications

• Past experience with Auto Mobility Insurance and/or Vacation Rental Insurance
• Bilingual (Spanish)

Benefits

• Flexible Working. With team members working across time zones, we are outcome-focused and give our people the flexibility they need to do their best work. To support flexible working, we’ll give you a stipend to get your home office dialed in and we’ll also reimburse you for co-working space memberships
• Flexible Time Off. It's pretty simple: we don't control the days and hours that each of us works, so we're free to manage our time however we want to achieve the goals and deliverables we committed to. We have unlimited vacation time. Use it whenever you need to recharge!
• Competitive Compensation. In addition to a competitive salary, you’ll receive equity as part of your offer. We’re all owners - when Tint succeeds, we all succeed! We also help you maximize your money by offering an FSA and a 401(k)
• Comprehensive Healthcare. Tint covers 100% of employee (and dependent!) premiums for medical, vision and dental
• Company Retreats to Exciting Locations. We meet in person as a company twice a year to make sure we have time to connect in real life and get to have those conversations that are better done in person. These retreats are a mix of business and fun and we always choose a cool, central-ish location - think Barcelona, Playa del Carmen, Mallorca… Add on a few days of your flexible time off and you’ve *almost* got a free vacation somewhere cool!