Client Support Specialist

About the role

The Client Support Specialist is a frontline role responsible for assisting clients with their questions and challenges related to AgencyBloc's suite of products via phone, email, video, and live chat. This position focuses on delivering exceptional customer support by answering client inquiries, providing troubleshooting assistance. The goal is to equip clients with the tools and information they need to succeed while ensuring a seamless support experience. Success in this role requires experience in the insurance industry, strong communication and problem-solving skills, and the ability to turn every interaction into a positive outcome. The ideal candidate is comfortable learning multiple products and helping clients navigate workflows and best practices that support their day-to-day business operations.

Responsibilities

• Serve as a product expert on AgencyBloc's suite of products, understanding how it impacts clients' businesses and providing clear guidance.
• Enhance client relationships by delivering engaging, solution-oriented support in every interaction.
• Provide troubleshooting assistance and conduct brief training sessions via web meetings, phone calls, live chat, video and email.
• Respond to client inquiries in a timely and professional manner, ensuring their concerns are addressed and collaborating with internal teams when needed.
• Proactively help clients overcome barriers to adoption and ensure they fully utilize the product's features.
• Meet or exceed department metrics, including goals for client satisfaction, efficiency, and revenue impact.
• Offer feedback and insights on processes and procedures to improve operational efficiency and client experience.
• Actively participate in weekly team meetings and bi-weekly 1-on-1s with your Manager & the Director of Customer Support to stay aligned with goals.
• Perform other duties as assigned to support the team and company objectives.

Qualifications

• 3+ years of experience in software support or the life and health insurance industry. Experience with AgencyBloc is a plus but not required.
• Strong communication and problem-solving skills with a customer-first mindset.
• Comfortable working with technology and quickly learning new tools.
• Proficient in Google Suite (Docs, Sheets, Gmail, Calendar, etc.) and Microsoft Office (Word, Excel, Outlook, etc.).
• Detail-oriented with the ability to prioritize multiple tasks effectively.
• Motivated by the opportunity to contribute to a fast-moving, entrepreneurial team.
• Quick-thinking, adaptable, and resilient, with a positive, collaborative attitude.
• A self-starter with humble confidence and the ability to communicate across teams for clarity and alignment.

Schedule

8:00 AM – 5:00 PM CT, Monday through Friday.