Sure is hiring a
Platform Customer Success Associate, Remote - Worldwide

Summary

The job is for a Platform Customer Success Associate at Sure, a digital insurance platform company. The role involves providing technical support to partners, communicating their needs to internal teams, adhering to service level agreements (SLAs), gathering feedback from partners, and collaborating with cross-functional teams.

Requirements

• Bachelor's degree in a related field or equivalent experience
• Previous experience in technical customer support or a similar role preferred
• Strong technical aptitude and ability to troubleshoot technical issues effectively
• Excellent communication skills, both written and verbal
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Empathetic and customer-focused attitude with a commitment to providing exceptional service

Responsibilities

• Provide technical support to partners, addressing their inquiries and resolving technical issues related to our products and services
• Communicate with partners via support systems, email, and other channels to understand their needs and provide assistance
• Collaborate with internal teams to communicate partner issues and requests effectively
• Adhere to service level agreements (SLAs) by being available to respond to partner inquiries within specified timeframes and ensuring timely resolution of issues
• Serve as a liaison between clients and the product team, gathering feedback and insights to inform product development and enhancements
• Escalate complex technical issues to the appropriate internal teams, such as the technical or product development team, for further investigation and resolution
• Work closely with cross-functional teams, including Product Management, Project Management, Quality Assurance and Engineering, to address partner needs and ensure seamless communication and resolution of technical issues
• Craft support reports by collecting, analyzing, and summarizing support tickets and requests, providing insights into trends and areas for improvement
• Manage support tickets and requests by documenting, validating, and updating information as needed, ensuring accurate and thorough record-keeping
• Maintain a positive, empathetic, and professional attitude toward partners at all times, striving to ensure their satisfaction with our products and services

Preferred Qualifications

Familiarity with support ticketing systems, data analytics and customer relationship management (CRM) software is a plus

Benefits

• Unlimited PTO
• Mental Health Breaks - company provided meditation app and a weekly wellness hour
• WFH stipend to help you work your best while being remote
• Countless Medical, Dental and Vision plans … we are an insurtech company after all!
• Equity and 401K
• Generous parental leave