Support Representative (US-Based)
About The Position
OpsFi is a growing, boutique accounting and advisory firm servicing high growth clients in the tech industry. This role is a hybrid position based in the United States. Our client is an InsurTech firm based in California in the United States leveraging modern software platforms, AI risk modelling, and state-of-the-art hardware engineering to provide next-generation insurance solutions for B2C and B2B customers in the United States. We are looking to recruit a Support Representative to join their offshore division, that will work exclusively for their Customer Support team (i.e. fully integrated into their team and workflows). You will work on a hybrid model with global teams. This is an exciting opportunity to collaborate across cross-border markets and work alongside a dynamic team building out cutting-edge products in the insurance and tech space. We are growing the structure in the United States, and the titles will evolve as the structure takes shape, so it is a great time to join the team. This opportunity would suit an individual who is looking to progress their career and develop their professional skills in an exciting new space.
Requirements
- 3-5 years of experience in customer support, technical helpdesk, or client services experience within an InsurTech, insurance, FinTech, or financial SaaS environment.
- Proven track record of handling high-volume phone support.
- Exceptional verbal and written communication skills with an articulate phone manner, active listening ability, and strong conflict-resolution skills.
- Proficiency with modern customer support platforms (e.g., Zendesk, Salesforce Service Cloud, Intercom, or HubSpot) and standard ticket-tracking tools.
- Strong analytical mindset to troubleshoot user problems quickly.
- Flexibility to adapt as products, systems, and workflows evolve.
Responsibilities
- Serve as the primary point of contact for customers, resolving inquiries across phone, email, and live chat while ensuring a seamless user experience.
- Manage incoming phone calls, emails, and live chat requests from clients, providing prompt, empathetic, and professional resolution.
- Diagnose, investigate, and resolve customer inquiries, account issues, or technical glitches efficiently.
- Maintain accurate records of all customer interactions, tagging and tracking support tickets through to resolution using CRM and helpdesk software.
- Identify complex technical bugs or high-level account issues and escalate them accurately to internal product, operations, or engineering teams.
- Assist in building and updating internal troubleshooting guides, customer FAQs, and support documentation to improve service efficiency.
Benefits
- Competitive package
- Opportunity to progress career in a fast-paced, growing and dynamic firm
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
