About the Opportunity
The organization enables SaaS platforms and marketplaces to unlock growth and improve profitability through embedded insurance and protection programs. It offers plug-and-play and white-labeled integrations, equipping brands it partners with a sophisticated mix of technology infrastructure, services, and deep industry expertise. The mission is to transform insurance from a product bought separately to a feature of brands consumers love.
The organization is building modern insurance infrastructure that enables brands to offer embedded insurance simply and seamlessly. The Customer Support team plays a critical role in delivering on a Customers First philosophy — starting with the customer's point of view in everything done.
As a Customer Support Specialist, you will join a small, highly collaborative team, where your voice and impact will matter every day. You will serve as the front line for policyholders, helping resolve issues, clarify coverage, resolve billing issues, and ensure a smooth insurance experience. This role is ideal for someone who thrives in fast-moving environments, communicates complex insurance concepts clearly, and takes pride in delivering thoughtful, high-quality support.
Key Responsibilities
- Front Line Customer Support:
- Provide accurate, clear, and complete information to customers regarding policies, coverage, billing, and claims
- Respond to, route, and resolve inquiries via phone and email in a friendly, timely, and professional manner
- Document all customer interactions thoroughly in internal systems
- Escalate complex issues as appropriate
- Insurance Expertise & Client Communication:
- Confidently discuss insurance products, coverage details, exclusions, endorsements, and claims processes
- Communicate complex insurance topics in plain language to ensure customer understanding
- Operational Support & Independent Ownership:
- Work independently in a remote, fast-paced environment — requiring self-direction, comfort managing own time, and ability to stay focused without a lot of oversight
- Maintain a strong working knowledge of the organization's products, services, and policy guidelines
- Partner with Operations to keep support tools and workflows up to date
- Proactively ask questions and flag gaps rather than guessing — speaking up is encouraged over uncertainty
- Bring ideas to the table for improving processes, documentation, and workflows as the organization scales
- Collaborate closely with the broader CS and Claims team — this is a highly collaborative group, and the ideal candidate enjoys working with others
Schedule
This is a full-time, fully remote role. This position is expected to be available Monday–Friday from 9:00 a.m. to 5:00 p.m. CT to ensure consistent team coverage. Time off is coordinated based on coverage needs and requires manager approval.
Required Qualifications
- Active P&C License
- 3+ years of customer support experience
- 1+ year of experience supporting insurance products (P&C preferred)
- A track record of working independently in a remote role — demonstrating trustworthiness to manage home environment, stay focused, and hit the ground running without constant check-ins
- A self-starter mentality: proactive and knowing when to ask the right question instead of guessing
- A collaborative mindset — enjoying being part of a tight-knit team and pitching in beyond one's own lane
- Comfort with a fast pace and some ambiguity — adapting to shifting priorities
- Excellent written and verbal communication skills
- Strong phone support and active listening skills
- High attention to detail and strong organizational skills
- Analytical mindset and problem-solving ability
- Experience using tools such as Dialpad, HubSpot, Front, and Google Workspace
Preferred Qualifications
- Spanish fluency at a professional working level, both written and verbal
- Experience with Auto Mobility Insurance and/or Vacation Rental Insurance
- Experience in an insurtech or startup environment
- Experience working remotely
- Experience improving support workflows or documentation
Core Values
- Culture is Key. The team is remote-first — a diverse, global group that collaborates well even when not in person. Seeking self-motivated individuals who assume good intent, communicate with candor, and make remote work feel connected.
- Focused on Results. A fast-moving small team with big goals. Requires individuals who feel a sense of urgency to drive meaningful outcomes and hold themselves accountable for delivering on commitments.
- Customer-First. Requires someone who can put themselves in the shoes of a policyholder and think creatively about how to improve their experience at every touchpoint.
- Adaptability. Things change fast. Individuals energized by learning on the fly and seeing roadblocks as problems to be solved will thrive.
Why Join This Team?
This organization isn't just focused on transforming the insurance industry — it has ambitious goals, values merit and open communication, and celebrates diversity and unique ideas. It supports personal and professional growth with:
- Flexible Working. Outcome-focused and providing individuals the flexibility needed to do their best work. A stipend will be provided to set up a home office and co-working space memberships will be reimbursed.
- Flexible Time Off. Flexible vacation, used whenever needed to recharge. Time off is coordinated with manager and team needs, and new hires are asked to plan lighter vacation use while ramping during their first six months.
- Competitive Compensation. Competitive salary plus equity. All are owners — when the organization succeeds, everyone succeeds. An FSA and 401(k) are also offered.
- Comprehensive Healthcare. The organization covers 100% of employee and dependent premiums for medical, vision, and dental.
- Company Retreats. The team meets in person twice a year at great locations.
Location
This role is fully remote. The ideal candidate is based in the US. The organization is unable to support candidates who require employer visa sponsorship at this time.
Pay Transparency
This role will receive a competitive base salary, benefits, and equity. Salary ranges are tiered by geography based on cost of labor:
- Tier 1 (Bay Area, NYC, LA, Seattle) = $72,000 - $85,000
- Tier 2 (Boston, Austin, Chicago, Denver, San Diego, DC) = $65,000 - $76,500
- Tier 3 (Rest of US) = $61,000 - $72,250
Actual compensation is based on skill set, depth of experience, and specific work location.
The hiring organization is an equal opportunity employer committed to building a diverse and inclusive team.