Insurance Customer Support Specialist

At Fairmatic we're on a mission to make roads safer, one fleet at a time. 
Fairmatic is revolutionizing the auto insurance industry by using data and AI to personalize options and incentivize safe driving with savings. Our predictive risk models have been trained with 200 billion miles of driving data and tested with hundreds of thousands of paying drivers.
Fairmatic's leadership team includes serial entrepreneurs, insurance industry innovators, and startup veterans who have raised over $88M in funding in less than a year.
Join our global team of curious, adaptable technologists and problem solvers who are passionate about creating a positive impact on the world!
We're looking for an organized and thoughtful Customer Support Specialist reporting to our Director of Customer Success to support our Customer Engagement Managers (CEM). You will work with the CEM’s and our customers throughout their journey with us to assist in maintaining accurate device and driver lists for our customers. A large focus for Customer Support Specialists will be working with CEM’s and their beacon customers to activate and ship our beacons. In addition, the Customer Support Specialist will provide support to our customers with our beacons themselves. This is a fast-paced role where you will work with lots of different types/sizes of business to solve problems from basic troubleshooting to complex issues or queries. It can be a challenge, but it's mainly a lot of fun and you will build long-lasting partnerships with our customers!

A day in the life of a Customer Support Specialist:

• Own beacon shipping and support process including working in Jira within our engineering team
• Assist CEM’s with the execution of providing our customers with their monthly loss control reports
• Intake/report customer issues and create tickets in Jira.
• Provide accurate and helpful information to customers regarding services, policies, and procedures
• Provide solutions and troubleshooting to customers to resolve reported issues or concerns
• Follow up internally and with customers on endorsement requests
• Communicate technical issues, problems, and solutions to a varied audience of technical and non-technical personnel
• Assist in identifying trends and recurring issues to contribute to process improvement
• Effectively communicate and display technical issues as reported by customers to engineering
• Proactive identification and analysis of customers who have not complied with policy requirements
• Gather and evaluate data in order to provide insights to customers

What we need from you:

• Strong written and oral communication skills with proven ability to initiate and manage relationships with customers of all levels
• Mid-level experience with Excel
• Highly organized and able to work with lots of freedom and minimal supervision
• Experience working with complex, multi-divisional, multi-geographical customers
• Ability to create structure in ambiguous situations and design effective processes
• Experience with Salesforce, Hubspot, Slack, and Atlassian Suite a plus