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.