Platform Success Specialist III

Integrity • Dallas, TX

2d

About The Position

This role is a hands-on leadership role focused on ensuring team members have the support and resources needed to attend to user requests. The PSLs manage high-level or complex requests requiring expert knowledge and experience while guiding internal team members on best practices. Team Leads will specialize in Quality Assurance & Training, Data & Analytics, or Escalations. Let’s talk job responsibilities: Handling highly complex technical inquiries, addressing user complaints, and coordinating with internal teams for resolutions. Building rapport with Partner Agencies and acting as a trusted advisor to increase partnership satisfaction and loyalty. Act as the Voice of the Customer (VOC) by analyzing trending user feedback to identify opportunities for improvement and providing insights to cross-functional collaborative teams. Contribute to a culture of amazing employee experiences as part of the Integrity Platform Success leadership team. Respond to support inquiries accurately and efficiently via phone, email or chat. Specialize in one of the following areas: Quality Assurance & Training, Data & Analytics, or Escalations Daily tasks by specialization may include monitoring support communications for quality assurance and accuracy, reviewing and analyzing credit requests and trends, processing carrier mapping requests, data integration, generating API tokens and credentials, attending to escalated requests, and shift supervision. Attending nationwide Partner Events to promote the IntegrityCONNECT Suite of Products. Hosting ongoing live webinar trainings Other duties as assigned by your leader

Requirements

• High School Diploma or GED required, Bachelor’s degree in related field preferred
• 4-6 years of Customer Success/Support experience or other related experience
• Proficient with CRM or service ticketing systems (Zendesk, FreshService, FreshChat, Salesforce, Hubspot, etc)
• Proficient in Microsoft Office (Excel, PowerPoint, Word, Outlook, Teams)
• Expert knowledge of industry standards (insurance, SaaS, and Integrity Products)
• Knowledge of data integration and APIs
• Skilled in B2B account management/sales techniques
• Proficient in written and verbal English communication, including strong problem‑solving, attention to detail, and de‑escalation skills
• Demonstrated ability to lead, train, coach, or mentor a small team (3–5 individuals); leadership experience preferred
• Proven capability to manage projects effectively while maintaining efficiency through strong organization and prioritization
• Ability to collaborate effectively with cross‑functional teams to achieve shared goals

Responsibilities

• Handling highly complex technical inquiries, addressing user complaints, and coordinating with internal teams for resolutions.
• Building rapport with Partner Agencies and acting as a trusted advisor to increase partnership satisfaction and loyalty.
• Act as the Voice of the Customer (VOC) by analyzing trending user feedback to identify opportunities for improvement and providing insights to cross-functional collaborative teams.
• Contribute to a culture of amazing employee experiences as part of the Integrity Platform Success leadership team.
• Respond to support inquiries accurately and efficiently via phone, email or chat.
• Specialize in one of the following areas: Quality Assurance & Training, Data & Analytics, or Escalations Daily tasks by specialization may include monitoring support communications for quality assurance and accuracy, reviewing and analyzing credit requests and trends, processing carrier mapping requests, data integration, generating API tokens and credentials, attending to escalated requests, and shift supervision.
• Attending nationwide Partner Events to promote the IntegrityCONNECT Suite of Products.
• Hosting ongoing live webinar trainings
• Other duties as assigned by your leader

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED