Client Support Analyst II

About Origami Risk

Origami Risk delivers single‑platform SaaS solutions that help organizations navigate risk, insurance, compliance, and safety management. The company focuses on configurable, intuitive, and scalable technology for insurers, MGAs, TPAs, and brokers, with a singular focus on client success.

Responsibilities

• Case Management & Issue Resolution: Own client support cases from intake through resolution, conduct structured troubleshooting, resolve issues within scope, and promptly escalate when needed. Provide complete documentation for escalations and timely updates on active outage cases.
• Client Communication & Experience: Serve as the primary client‑facing contact, using video calls and messaging to resolve cases. Deliver accurate, proactive updates, explain technical concepts in plain language, and manage expectations regarding timelines and resolution paths.
• Technical Investigation & Platform Knowledge: Apply knowledge of the Origami platform, configurations, data models, and integrations. Use SQL or equivalent query tools, and leverage scripting or markup languages (JavaScript, XML) for troubleshooting. Perform basic platform configuration and identify qualified vs. unqualified incidents.
• Cross‑Functional Collaboration: Partner with Technical Account Management and Client Success, communicate client impact and urgency, and support high‑impact or sensitive cases with sound judgment.
• Documentation, Knowledge Sharing & Improvement: Produce clear case documentation, contribute to internal knowledge resources, identify recurring issues or gaps, and participate in post‑incident reviews and continuous‑improvement efforts.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, a related technical field, or equivalent practical experience.
• 1+ years of experience in technical customer support or application support roles in B2B SaaS.
• 1+ years of experience handling queue‑based work in Salesforce, ServiceNow, or a related platform.
• Strong customer‑service orientation with the ability to communicate technical concepts clearly to non‑technical users.
• Ability to manage multiple cases simultaneously while meeting quality and timeliness expectations.
• Willingness to learn new tools, processes, and product areas in a fast‑paced environment.
• Insurance or risk‑industry experience preferred.
• Solid understanding of relational databases and ability to write basic SQL queries for troubleshooting.
• Experience with JavaScript and XML.
• Ability to independently resolve the full breadth of Tier 1 cases with minimal oversight.
• Strong judgment and decision‑making skills for appropriate escalation.
• Capability to handle sensitive, high‑impact, or high‑visibility Tier 1 cases with discretion and professionalism.
• Proven ability to produce high‑quality, thorough case documentation.
• Knowledge of Tier 1 processes, tools, and best practices; ability to serve as a resource for peers.
• Experience supporting onboarding and knowledge transfer for new CSAs through peer coaching.
• Ability to identify recurring issues or documentation gaps and contribute meaningful improvements.

Benefits

• Medical, dental, and vision coverage for employees, dependents, domestic partners, and spouses.
• Flexible Paid Time Off (PTO) with 10 paid company holidays where available.
• Hybrid work model; many positions eligible for fully remote work.
• Vision insurance, short‑ and long‑term disability insurance, and basic life insurance fully paid by Origami Risk.
• Generous family leave options, including adoption and foster care placements.
• Pre‑tax savings accounts: Flexible Spending Account, Health Savings Account, commuter benefits, and dependent‑care savings account.
• Retirement savings: 401(k) with company match up to 4%.
• Employee Assistance Program (EAP) offering confidential, free support.
• Education Assistance Program for industry‑specific certifications.
• Wellness reimbursement program to support healthy habits and stress management.
• Optional additional coverages: pet insurance, critical illness insurance, voluntary life & AD&D coverage.
• Flexible PTO not available in California or the UK.

Pay

Starting base pay for this role is between $66,000 and $82,000, dependent on transferable skills, work experience, business needs, training, location, and market demands. The base pay range is subject to change.

This role is eligible for a bonus in addition to the competitive benefits package.