Customer Experience Support Processor (Remote, US)

                                             

              .               

Openly is rebuilding insurance from the ground up. We are re-envisioning and enhancing every aspect of the customer experience.  Doing this requires a rapidly growing team of exceptional, curious, empathetic people with a wide range of skill sets, spanning technology, data science, product, marketing, sales, service, claims handling, finance, etc.

Now is the perfect time to join the journey. Here’s why

• It’s working. We’re in multiple states and on our way to operating countrywide.  We have thousands of agents selling our product and millions of dollars of annual customer premiums.
• We’re well-backed & stable. We closed our $100M Series D fundraise. We are supported by some of the top investors globally, including Google’s “Gradient” AI-focused fund, Obvious Ventures,  Advance Venture Partners, Eden Global Partners, and Clocktower Technology Ventures.
• It’s not too late! Despite this traction and stability, we’re still early enough in the journey that there’s time to make a real difference during Openly’s formative period.

If you’d like to understand more about Openly’s mission, consider checking out this video (https://vimeo.com/267654520) from a company pitch we gave several years ago at Techstars. 

Job Details 

Openly is looking for a Customer Experience (CX) Support Processor as Openly expands its Customer Experience team. This position will play a critical role in supporting the three different functional areas of Openly’s Customer Experience team. We are rethinking the customer experience and are looking for someone who wants to be at the forefront of this change! This role's ideal candidate will be energized and excited about working as part of a fast-paced and evolving insurtech company. This candidate will also enjoy problem-solving and working with various internal teams while putting themselves in someone else’s shoes during challenging situations. Opportunities to join a group like this don’t come up often, so if this sounds right up your alley, then keep reading and join our ever-growing team! 

Key Responsibilities

• Triage service requests received via digital communication channels.
• Process inbound customer support requests accordingly.
• Ensure accurate data tagging within a Zendesk ticket when processing a transaction.
• Update and maintain customer records in the database with accurate information.
• Assist with identifying and escalating potential issues that hinder customer success.
• Perform additional tasks as needed to support CX operations.
• Engage in continuous learning and bring a positive attitude and curiosity about the role and the team.
• Provide feedback and suggestions to enhance customer service processes and policies.

Requirements

• At least 1 year of experience in a customer support or related role.
• Prior 100% remote work experience.
• Insurance agency experience in either an independent or exclusive agency setting is a plus.
• Experience in using service ticketing systems and triaging service request tickets is a plus. 
• Excellent interpersonal communication skills, both verbal and written.
• Be adept and effective at communicating across all communication mediums with team members and Leadership, including cross-functional teams as needed.
• A high degree of technical proficiency with online tools and systems; familiarity with Google Suite and Zendesk is a plus.
• Self-starter mentality with solid time-management skills.
• Ability to adapt to a fast-paced, remote work environment.
• Flexible mindset focused on continuous improvement.
• Ability to work independently, multi-task and prioritize effectively.
• Extraordinary problem-solving abilities, intellectual curiosity, and a genuine interest in learning new processes and working with new tools in a fast-paced environment.
• Ability to work flexible hours, including evenings or weekends, if needed.
• Reliable and punctual with a strong work ethic.

#LI-HK1

 

Compensation & Benefits: 

The target salary range