Senior Customer Success Specialist

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. 

Key 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

Requirements and Qualifications

• Bachelor’s degree preferred 
• 2+ years of remote technical support experience 
• 2+ years of experience using Jira, Intercom, or similar ticketing and support platforms 
• Experience working with AI tools, chatbots, or AI-enabled support systems preferred 
• 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 
• Knowledge of surplus lines tax filing preferred 
• Strong interpersonal skills with the ability to collaborate effectively across teams

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: $60k/yr - $80k/yr

 
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.