CS Specialist, Service Support Team

Pie’s mission is to empower small businesses to thrive by making commercial insurance affordable and as easy as pie. We leverage technology to transform how small businesses buy and experience commercial insurance. Like our small business customers, we are a diverse team of builders, dreamers, and entrepreneurs who are driven by core values and operating principles that guide every decision we make.

About the role

This role serves as the connector for customer success with responsibilities to onboard/offboard agencies, ensuring they are using the self-service tools for easier support, and coordinating our systems to match when our customers change. In addition, this team will assist with back-office tasks as needed that can include agency document requests and troubleshooting questions regarding agency commissions.

Responsibilities

• Resolve customer email requests (cases) with accuracy and timeliness:
  • Provide specific assistance related to agency commission questions and common issues, such as account updates and financial information.
  • Manage final resolution for specific document requests that originate from other teams.
• Assist customers with technical issues & pursue long-term internal solutions when possible:
  • Assist customers with technical issues, working with Engineering to represent and troubleshoot the immediate issue while also identifying broader trends and opportunities to leadership.
• Ensure Technical Success For Agencies:
  • Support new agency partner setup that can include CRM and portal configurations, as well as reverse engineering for offboarding steps.
  • Assist with the set of tasks to change business relationships across agencies (consolidation or restructure).
  • Manage headcount process ensuring data alignment, accurate job descriptions, and process continuity.
• General Customer Support:
  • Assist other teams with similar customer case and phone support as needed.

Requirements

• High school diploma or equivalent experience is required.
• 1 year working in Pie's systems and processes is highly preferred.
• 1 year in a high-volume customer contact environment preferred.
• 8 months working in Pie's systems and processes is highly preferred.
• Emerging ability to apply analytical and critical thinking skills for roles when required.
• Ability to solve simple problems within the team with guidance and apply creativity to challenge the status quo.
• Emerging ability to consider the needs of others on the team while working with others on projects in a productive fashion to accomplish team goals.
• Ability to develop and sustain collaborative working relationships and fully commit to a decision once it's made.
• Proficiency with G-Suite Tools, Salesforce, collaboration tools (Slack is preferred), and basic office machines.
• Basic self-direction and responsibility for own tasks, deliverables, and timelines.
• Regular attendance and punctuality are essential requirements for this role.

Pay

Base Compensation Range: $21—$25 USD

Benefits

• Competitive cash compensation
• Comprehensive health plans
• Generous PTO
• Future-focused 401k match
• Generous parental and caregiver leave

Schedule

This role is remote. Remote team members must live and work in the United States (territories excluded) and have access to reliable, high-speed internet.