Platform Success Specialist II-2
About The Position
This role is a proactive, customer-facing position focused on ensuring users achieve desired outcomes, driving product adoption, and fostering long-term retention. Platform Success Specialists (PSSs) manage the post-sale journey, including new user walkthroughs and troubleshooting, while identifying opportunities to educate on best practices and feature solutions. Integrity is a leading independent distributor of life, health, and wealth insurance products in the nation, with a strong insurtech focus. The company embraces an innovative approach to serving agents and clients, driven by the purpose of helping people protect their life, health, and wealth for the future. Integrity offers a family-like, rewarding, and cutting-edge work environment, prioritizing its people. Joining Integrity means becoming part of a hyper-growth company with numerous professional opportunities. Headquartered in Dallas, Texas, Integrity serves Americans in person, over the phone, or online, with employees supporting hundreds of thousands of independent agents and millions of clients nationwide. Founded in 2006, Integrity develops and distributes insurance and wealth products through its vast distribution network and omnichannel platform.
Requirements
- High School Diploma or GED required
- 2-4 years of Customer Success/Support experience or other related experience
- Experience with CRM or service ticketing systems (Zendesk, FreshService, FreshChat, Salesforce, Hubspot, etc)
- Proficiency to navigate multiple technology platforms and apps
- Proficient in English (written and verbal)
- Knowledge of industry standards (insurance, SaaS, and Integrity Products)
- Skilled in problem solving and attention to detail
- Skilled in communication (written and verbal)
- Skilled in de-escalation
- Skilled in applying a customer-focused and analytical mindset
- Skilled in B2C sales tactics
- Ability to empathize with the customer
- Ability to build positive relationships
- Ability to multitask and quickly adapt to evolving environments
- Ability to analyze data and apply critical thinking while identifying opportunities to cross-sell/upsell products and features
Nice To Haves
- Bachelor’s degree in related field preferred
Responsibilities
- Guiding new users through account setup and providing training to ensure immediate product value
- Handling complex technical inquiries, addressing user complaints, and coordinating with internal teams for resolutions
- Building rapport and acting as a trusted advisor to increase customer satisfaction and loyalty
- Act as the Voice of the Customer (VOC) by reporting user feedback to identify opportunities for improvement and providing insights into management
- Contribute to a culture of amazing agent experiences as part of the Integrity Platform Success team
- Respond to support inquiries accurately and efficiently via phone, email or chat
- Assisting Team Leads with data, analytics, quality assurance, or training projects and tasks
- Attending live webinars to help facilitate discussion and answer questions in real time
- Other duties as assigned by your leader
Benefits
- competitive compensation package
- benefits that make work more fun and give you and your family peace of mind
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
