Customer Success Specialist

InsCipher•Pleasant Grove, UT

2d•$23 - $26•Remote

About The Position

We’re seeking a talented, detail-oriented Customer Success Specialist to join our team. This position is remote. Reporting to the Sr. Technical & Automations Support Manager this role will be responsible for managing inbound technical support requests, troubleshooting product and service issues, and delivering responsive customer support across phone, chat, and email channels while supporting customer success and operational efficiency.

Requirements

1+ years of direct customer service experience required
Strong written and verbal communication skills
Strong technical aptitude and organizational skills
Proficiency with Windows and Microsoft Office Suite applications
Strong interpersonal and problem-solving skills
Ability to work independently and manage multiple priorities

Nice To Haves

Bachelor’s degree preferred
Knowledge of surplus lines tax filing preferred

Responsibilities

Act as a primary point of contact for inbound support requests and respond promptly to support calls, chats, and emails
Assess, categorize, and reassign support requests to appropriate internal team members as needed
Troubleshoot and diagnose product, system, and service-related issues
Advocate for customers by capturing feature requests and customer feedback
Deliver customer support through phone, email, and chat interactions
Manage customer escalations with professionalism and attention to resolution
Track and document customer interactions, communications, and action items accurately
Collaborate cross-functionally to support process improvements and operational efficiency
Develop knowledge of InsCipher products, services, and surplus lines processes
Required to perform other duties as requested, directed, or assigned