Customer Support Agent

Jerry.ai is revolutionizing the way consumers manage their most valuable assets—cars, homes, and other physical possessions—by leveraging innovative AI technology. Since its inception in 2019, Jerry has grown rapidly to serve over 5 million customers across the United States, establishing itself as one of the top three insurance brokers in the country. The company’s mission is to simplify the fragmented and complex experience of owning and maintaining physical assets, transforming it into a seamless, integrated process. With a focus on customer-centric solutions, Jerry offers a comprehensive platform that handles insurance shopping, refinancing, safety alerts, repairs, and more, all through a user-friendly app. Backed by over $240 million in funding and maintaining profitability since 2024, Jerry continues to expand into new asset categories such as home, motorcycle, and RV insurance. The company operates remotely with offices in Palo Alto, New York, Chicago, and Toronto, fostering a dynamic and innovative work environment.

About the role

As a Customer Support Agent at Jerry.ai, you will play a pivotal role in ensuring our customers receive exceptional service and support throughout their insurance journey. Your primary responsibility will be to respond efficiently to inbound calls from existing customers, assisting them with a wide range of service requests. These include updating policies by adding or removing vehicles and drivers, modifying lienholder information, and providing necessary policy documents. You will also address customer inquiries related to coverage options, policy benefits, and making amendments to existing policies to meet their evolving needs. A key aspect of your role will be proactive customer retention—identifying at-risk policyholders and working to find solutions that keep their policies active with Jerry. Your ability to multitask, manage competing priorities, and demonstrate a genuine passion for helping others will be essential to your success in this position. You will work closely with our team to ensure customer satisfaction, foster loyalty, and uphold Jerry’s reputation for outstanding service.

Responsibilities

• Respond promptly and professionally to inbound customer calls and inquiries
• Process service requests such as adding or removing vehicles and drivers, updating lienholder information, and sending policy documents
• Assist customers with questions regarding existing insurance policies, coverage options, and benefits
• Make necessary policy adjustments based on customer requests and ensure accuracy
• Identify and engage at-risk policyholders to improve retention rates
• Maintain detailed records of customer interactions and service requests
• Collaborate with internal teams to resolve complex issues and escalate when necessary
• Stay updated on product offerings, policy changes, and industry best practices
• Contribute to continuous improvement initiatives to enhance customer experience

Requirements

• Minimum of 2+ years of experience working in a call center or customer support environment
• Excellent communication and interpersonal skills
• Strong multitasking and organizational abilities
• Passion for helping others and delivering exceptional customer service
• Ability to manage multiple priorities effectively
• Proficiency in using CRM or support ticketing systems is a plus
• Familiarity with insurance policies and terminology is preferred but not mandatory
• High school diploma or equivalent; additional education or certifications in customer support or insurance are advantageous

Benefits

• Competitive hourly wage ranging from $19.00 to $21.00
• Paid for obtaining your Property & Casualty (P&C) license within 60 days of employment
• Comprehensive medical, dental, and vision insurance plans
• 401(k) retirement plan with employer matching contributions
• Remote work flexibility with provided work equipment
• Ongoing training and mentorship from experienced leadership
• Flexible scheduling options, including a 5-day, 8-hour workweek or a 4-day, 10-hour workweek
• Access to a diverse portfolio of over 55 insurance carriers to offer the best options to customers
• Paid time off, parental leave, wellness benefits, and potential equity opportunities

Schedule

• Flexible scheduling options, including a 5-day, 8-hour workweek or a 4-day, 10-hour workweek

Pay

Competitive hourly wage ranging from $19.00 to $21.00