Senior Customer Success Specialist
InsCipher•Pleasant Grove, UT
•$60,000 - $80,000•Remote
About The Position
We’re seeking a talented, detail-oriented Senior 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 complex customer support escalations, troubleshooting technical and service-related issues, serving as a liaison between Customer Success and Product teams, and supporting continuous improvement of support processes and AI-powered customer service tools.
Requirements
- 2+ years of remote technical support experience
- 2+ years of experience using Jira, Intercom, or similar ticketing and support platforms
- Strong technical troubleshooting and problem-solving skills
- Excellent written and verbal communication skills
- Strong organizational skills and attention to detail
- Proficiency with Windows and Microsoft Office Suite applications
- Strong interpersonal skills with the ability to collaborate effectively across teams
Nice To Haves
- Bachelor’s degree preferred
- Experience working with AI tools, chatbots, or AI-enabled support systems preferred
- Knowledge of surplus lines tax filing preferred
Responsibilities
- Serve as the primary escalation point for partners, responding to escalated calls, chats, and emails in a timely manner
- Triage, categorize, and route escalated support tickets with accuracy and urgency
- Troubleshoot and diagnose complex product, system, and service-related issues
- Create, document, and manage development tickets in Jira when Product or Development team involvement is required
- Monitor AI support agent performance, identify recurring issues and failure patterns, and provide recommendations for improvement
- Capture customer feedback and feature requests and route them to the appropriate internal teams
- Serve as a liaison between Customer Success and Product teams by translating customer issues into clear, actionable requirements
- Manage customer escalations with professionalism while maintaining clear communication throughout the resolution process
- Collaborate with Compliance, Accounting, Filing Services, Product, and other internal teams to resolve complex customer issues
- Maintain detailed records of customer interactions, troubleshooting activities, and action items within support systems
- Develop expertise in InsCipher products, SaaS support processes, and surplus lines insurance operations
- Share knowledge and best practices with team members to improve overall support effectiveness
- Required to perform other duties as requested, directed, or assigned
Benefits
- Health, dental, and vision plans
- 4 weeks of Paid Time Off
- 10 Paid Company Holidays with 2 floating holidays
- 401K Programs with employer match
- Personal assistance programs for support in a healthy personal and work life
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What This Job Offers
Job Type
Full-time
Career Level
Senior
