(West Region) P&C Customer Success Representative
About The Position
Thimble is seeking a licensed P&C Customer Success Representative to join our team, located on the West Coast (Pacific Time Zone). This role involves providing outstanding service to customers and brokers by addressing inquiries, managing complaints, and resolving issues. Responsibilities include assisting prospective customers with insurance and underwriting questions, binding policies on the platform, and supporting broker sales through onboarding and relationship management. The ideal candidate can manage a high volume of emails and chats, aiming to create positive customer experiences by actively listening, addressing concerns, and providing accurate, efficient responses. Note: The 'Thimble Fridays' benefit (out of office at 12:00 PM local time) has a different schedule for the Success Team.
Requirements
- A Property & Casualty Insurance license is required
- Small commercial business insurance experience is highly preferred
- Prior work with insurance brokers or agencies
- Experience in a fast-paced, high-volume support or customer service environment
- Excellent written and oral communication skills
- Highly organized with ruthless attention to detail
- Ability to adapt to changes and learn quickly
- Ability to manage multiple projects simultaneously
Nice To Haves
- Bachelor’s degree preferred
Responsibilities
- Become an expert with Thimble’s products and services
- Support the onboarding process for new brokers while delivering excellent customer service
- Provide guidance and best practices on configuring and utilizing the Thimble Broker Portal
- Assist new and existing customers through all of their inquiries and help them find a resolution to any questions or issues they may have
- Help increase conversion by bringing valued product and insurance knowledge to the purchase experience for new customers
- Meet defined Service Level Agreements for assisting new and existing customers with service requests
- Provide excellent customer and broker support and assistance via email, chat, and phone
- Be dedicated to helping the customer at all costs; act as the front line between the customer and Thimble to leave a positive impression and develop a relationship that keeps the customer happy
- Assist with side projects as needed for the insurance and product teams
- Collaborate with other teams to provide feedback on customer and broker experiences
Benefits
- Fully remote company
- Thimble Fridays! (out of office at 12:00pm local time)
- Comprehensive health, vision, and dental coverage
- 401(k) auto enrollment and matching (100% of the first 3% and 50% of the next 3%)
- PTO: 20 days vacation + 12 company-wide holidays + 8 floating days + 1 VTO (Volunteer Time Off) + unlimited sick time
- Parental Leave: 100% paid 12 weeks + 2 weeks gradual return
- Computer choice of Mac or PC
- Work from home setup reimbursement
- Monthly co-working space and/or child care reimbursement
- Monthly ClassPass credit
- Quarterly wellness reimbursement
- Other health & wellness perks including: One Medical, Teladoc, Talkspace, Kindbody, and Health Advocate
- Virtual events, happy hours, trivia, and fun!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
