Customer Success Specialist

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.

Key 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 
Requirements and Qualifications
Bachelor’s degree preferred 
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 
Knowledge of surplus lines tax filing preferred
Perks
Health, dental, and vision plans
Amazing work-life balance with 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

Why InsCipher?

At InsCipher, you'll join a team of disruptors, innovators, and forward-thinkers. We're not just changing the game; we're creating a new one. We offer a dynamic, inclusive work environment where your ideas are valued, and your contributions lead to real change. With us, you'll have the opportunity to:
Work on cutting-edge projects that are reshaping an industry
Collaborate with a team of passionate, like-minded professionals
Enjoy a culture that values flexibility, innovation, and personal growth

Compensation Range: $23/hr - $26/hr 

We are proud to be an equal-opportunity employer. We are committed to providing equal opportunities to all qualified applicants, regardless of race, color, religion, sex, national origin, disability, or any other legally protected characteristics.  
 
If you need accommodation, please let us know during the interview process.