AI Support Analyst – Insurance Tech

Quandri; Vancouver; Hybrid; CAD 60,000 - 80,000; Full time

Benefits offered by this job

The range for base pay is $60k - $80k

Employee stock options based on level

Comprehensive health benefits

Four weeks of paid vacation per year

Work anywhere in the world for 60 days

Job summary

Quandri in Vancouver is hiring a Support Analyst to be the first line of help for insurance brokerages using our AI-powered tool. You will own customer issues from report to resolution, diagnose problems, and explain fixes with empathy.

You’ll collaborate with Customer Success, Implementation, Product and Engineering, turning feedback into actionable bug reports and knowledge base content. This is a fast-paced, ownership‑driven role on a small, growing team.

Qualifications

• 3+ years direct experience in customer support.
• Strong understanding of AI and automation technologies.
• Based on the West Coast or able to work standard working hours (9am–6pm PDT).
• Experience with technically complex products.
• Technically curious with willingness to learn product functionality and new technologies.
• Ability to investigate, troubleshoot, and resolve support inquiries; improve first level resolution.
• Coordinate customer escalations and incident management.
• Collaborate cross‑departmentally to ensure fast resolutions to issues.
• Clear articulation of solutions with empathy and patience.
• Detail‑oriented, organized, with strong time management and communication skills.

Responsibilities

• Provide prompt and professional responses to customer inquiries, delivering high-quality support.
• Oversee the ticket management process with timelines and timely updates; ensure ticket closure.
• Investigate, troubleshoot, and diagnose technical issues; communicate solutions clearly.
• Demonstrate empathy and a customer‑centric approach in all interactions.
• Collaborate with internal stakeholders; relay customer feedback and suggest product improvements.
• Monitor customer bots performance; escalate challenges proactively.
• Take ownership of projects to improve the support function and cross‑team collaboration.

Skills

Customer support

AI and automation

West Coast hours

Technically complex product

Troubleshooting

Cross‑department collaboration

Effective communication

Time management

Job description

Quandri in Vancouver is hiring a Support Analyst to be the first line of help for insurance brokerages using our AI-powered tool. You will own customer issues from report to resolution, diagnose problems, and explain fixes with empathy.

You’ll collaborate with Customer Success, Implementation, Product and Engineering, turning feedback into actionable bug reports and knowledge base content. This is a fast-paced, ownership‑driven role on a small, growing team.