Customer Support Representative

Duties and Responsibilities

• Serve as the primary point of contact for agent and broker partners submitting support requests via email, and phone—managing a high-volume ticket queue with accuracy and urgency.
• Diagnose and resolve platform, submission, login, and workflow issues in a timely manner, ensuring partners receive clear, actionable guidance at every step.
• Document all interactions, resolutions, and escalation paths accurately in the CRM and ticketing system, maintaining clean records that support team visibility and reporting.
• Triage and escalate complex or high-priority issues to Product, or Operations teams, following defined escalation protocols and ensuring seamless handoffs.

Partner Experience & Relationship Support

• Build rapport with retail agents and broker partners through consistent, professional, and empathetic communication that reinforces confidence in the iBynd + SEMSEE platform.
• Follow up proactively on open issues, keeping partners informed of status updates and resolution timelines without waiting to be asked.
• Identify patterns in partner feedback and recurring pain points, synthesizing insights for Customer Success and Product teams to inform platform improvements.
• Contribute to maintaining and improving partner-facing support resources, including help articles, FAQs, video walkthroughs, and onboarding guides.

Platform Knowledge & Training Support

• Develop and maintain deep functional knowledge of the iBynd + SEMSEE platform, including submission workflows, appetite tools, quoting processes, and user account management.
• Participate in product update briefings, internal training sessions, and beta testing initiatives to stay current on platform changes and new feature releases.
• Support the delivery of partner-facing training sessions and webinars as a co-presenter or technical resource when needed.

Operations & Cross-functional Collaboration

• Maintain up-to-date and accurate partner records, issue logs, and resolution notes in the CRM system to support team-wide transparency and historical tracking.
• Collaborate with underwriting, operations, and product teams to resolve submission and appetite-related questions escalated on behalf of partners.
• Prepare and contribute to regular reporting on ticket volume, resolution rates, response times, and partner satisfaction metrics.
• Participate in team huddles, process improvement discussions, and initiatives that strengthen the overall support function.

Qualifications

• 2+ years of experience in customer support, technical support, or a client-facing service role, with a demonstrated track record of resolving complex inquiries and managing partner or customer relationships.
• Strong verbal and written communication skills—able to explain technical concepts clearly to non-technical users and maintain a professional, helpful tone under pressure.
• Proficiency in CRM and ticketing systems (Salesforce, HubSpot, Zendesk, or equivalent) with a disciplined approach to record-keeping and follow-through.
• Exceptional attention to detail and organizational skills, with the ability to manage multiple open tickets, partner relationships, and priorities simultaneously.
• Proficiency in Google Suites, including Excel, Word, and PowerPoint (or equivalent Google Workspace tools).
• Able to learn and navigate SaaS platforms quickly, and comfort explaining digital workflows to users with varying levels of technical proficiency.
• A genuine service orientation—committed to solving problems, following through on commitments, and leaving every partner interaction better than you found it.

PREFERRED

• Property and Casualty insurance industry experience strongly desired; familiarity with commercial lines, wholesale distribution, or the retail agent/broker community is a significant advantage.
• Experience working at or with a wholesale broker, MGA, insurtech platform, or carrier in a customer-facing support capacity.
• Familiarity with submission workflows, appetite tools, and the commercial insurance quoting process.
• Experience building or maintaining self-service support content including knowledge bases, help articles, or user guides.
• Comfort working in a fast-paced, evolving environment where products, processes, and priorities shift quickly—and the ability to adapt without losing service quality.
• Comfort navigating and explaining SaaS or digital platforms to non-technical users; prior experience in an insurtech or fintech environment a plus.