Platform Success Specialist
About the role
This is a hands-on leadership role focused on ensuring team members have the support and resources needed to attend to user requests. The PSLs manage high-level or complex requests requiring expert knowledge and experience while guiding internal team members on best practices. Team Leads will specialize in Quality Assurance & Training, Data & Analytics, or Escalations.
Responsibilities
- Handling highly complex technical inquiries, addressing user complaints, and coordinating with internal teams for resolutions.
- Building rapport with Partner Agencies and acting as a trusted advisor to increase partnership satisfaction and loyalty.
- Acting as the Voice of the Customer (VOC) by analyzing trending user feedback to identify opportunities for improvement and providing insights to cross-functional collaborative teams.
- Contributing to a culture of amazing employee experiences as part of the Integrity Platform Success leadership team.
- Responding to support inquiries accurately and efficiently via phone, email, or chat.
- Specializing in one of the following areas: Quality Assurance & Training, Data & Analytics, or Escalations. Daily tasks by specialization may include:
- Monitoring support communications for quality assurance and accuracy.
- Reviewing and analyzing credit requests and trends.
- Processing carrier mapping requests, data integration, generating API tokens and credentials.
- Attending to escalated requests and shift supervision.
- Attending nationwide Partner Events to promote the IntegrityCONNECT Suite of Products.
- Hosting ongoing live webinar trainings.
- Other duties as assigned by your leader.
Requirements
- Proficient in Microsoft Office (Excel, PowerPoint, Word, Outlook, Teams).
- Proficient in English (written and verbal).
- Expert knowledge of industry standards (insurance, SaaS, and Integrity Products).
- Knowledge of data integration and APIs.
- Skilled in problem solving and attention to detail.
- Skilled in communication (written and verbal).
- Proficiently skilled in de-escalation.
- Skilled in B2B account management/sales techniques.
- Ability to train, coach, or mentor a team of 3-5 individuals.
- Ability to effectively manage projects.
- Ability to maintain efficiency through organization.
- Ability to collaborate with cross-functional teams.
Qualifications
- Prior Customer Success/Support experience is required.
- Proficient with CRM or service ticketing systems (Zendesk, FreshService, FreshChat, Salesforce, Hubspot, etc).
- Leadership experience is preferred.
- High School Diploma or GED required.
- Bachelor’s degree in related field preferred.
About Integrity
Integrity is one of the nation’s leading independent distributors of life, health, and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health, and wealth so they can prepare for the good days ahead.
Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. We put our people first! At Integrity, you can start a new career path at a company you’ll love, and we’ll love you back. We’re proud of the work we do and the culture we’ve built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career.
Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are — in person, over the phone, or online. Integrity’s employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.
Benefits
Integrity offers a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind.