Associate Director of Customer Support

InsurePay; United States; Remote; USD 31,000 - 203,000; Full time

Job summary

An innovative company is seeking a proactive Associate Director of Customer Support to enhance its operations and customer experience. In this pivotal role, you'll lead a geographically dispersed team, focusing on world-class support and process improvement. Your expertise in managing customer service metrics and driving efficiency will be crucial in scaling operations for a SaaS platform that empowers the worker compensation industry. If you thrive in a fast-paced environment and are passionate about customer satisfaction, this is the perfect opportunity to make a significant impact.

Benefits

Generous vacation policy

Full medical, dental, and vision packages

LTD and STD coverage options

100% employer covered Basic life and AD&D

401(k) with company match

Qualifications

• 6+ years in customer service with 3+ years in management.
• Experience in scaling support teams in SaaS environments.
• Strong understanding of customer service software.

Responsibilities

• Lead and grow a high-performing customer service team.
• Monitor and improve customer success metrics.
• Develop scalable support processes and workflows.

Skills

Customer Service Management

B2B Software Support

Data Analysis

Problem-Solving

Communication Skills

Education

Bachelor’s Degree in Business

Tools

Salesforce

JIRA

Microsoft Outlook

Microsoft Excel

Microsoft Teams

Job description

InsurePay is looking for a proactive and experienced Associate Director of Customer Support to assist in the growth an operations of InsurePay’s Support function. In this role you will assist the Director of Customer Support in implementing processes to scale our customer experience. You’ll assist in managing a team of customer service representatives, leads, and managers and help them own their key support metrics, and work cross-functionally with Product, Engineering, Sales, and Customer Enablement to resolve issues and improve our service offering.

We are looking for someone who can quickly learn the goal of our product and how we can scale for customers. Our platforms empower the worker compensation industry to streamline operations, and we need the correct individual who can support customers and policy holders as they scale. If you have re-shaped and managed a customer support team in an enterprise SaaS organization before, and are energized for a new challenge, this is the role for you.

You’re excited about this opportunity because you will ....

• Lead, coach, and grow a high-performing geographically dispersed customer service team across all InsurePay platforms focused on providing world-class support
• Measure, monitor and improve customer success metrics, Customer Satisfaction and expectations through proactive process improvement that will directly grow our annual recurring revenue
• Develop and implement scalable support processes, workflows, and best practices
• Driving efficiency and digital transformation in customer service operations using various automation tools
• Monitor key performance indicators for the support team
• Build strong, credible relationships with our customers through rapid issue resolution, support capacity and continual improvement to drive superior client satisfaction
• Present customer data to leadership and stakeholders to assist in reaching goals and overcoming challenges
• Continually improve your knowledge of InsurePay’s platform offerings and the customer’s business/industry/needs to ensure that you are delivering the best possible customer service
• Align and coordinate with all internal teams to ensure client needs are being met
• Ensure timely resolution, escalation and follow up of all Customer queries/issues
• Drive efficiency in our service model, process and client relationship communication that demonstrates a tenacious spirit that is adaptable, doesn’t accept the status quo and overcomes any obstacle in the current landscape to drive optimal long term customer value
• Analyze customer feedback and support trends to inform product development and customer success strategies

We’re excited about you because you have ....

• 6 years of experience in customer service or support, with 3+ years in a management role in an enterprise SaaS environment
• Proven ability to lead and scale support teams in a fast-paced, customer-first environment
• Experience supporting complex B2B software products with technical depth
• Strong understanding of customer service software and analytics tools
• Excellent written and verbal communication skills
• Empathy, patience, and a passion for customer satisfaction
• Strong problem-solving skills and a data-driven mindset
• Highly proficient with Salesforce, JIRA, and Microsoft Outlook, Excel, and Teams
• Experience creating KPIs and monitoring metrics
• Bachelor’s degree in Business or a related field
• You also embody InsurePay’s core values of

Wining as a team

Taking pride in everything you do

Embracing curiosity and new ideas

Showing initiative

• Generous vacation policy
• Full medical, dental, and vision packages
• LTD and STD coverage options
• 100% employer covered Basic life and AD&D
• 100% employer covered Employee Assistant Program
• 401(k) with company match

About Us:

InsurePay is a SaaS billing and payments platform that ensures accuracy of insurance premiums and offers integrated payments and reconciliations for Agencies, Carriers, MGAs, and insurance technology providers. We are empowering carriers to allow policyholders to pay only for what they need through accurate, timely, and data-driven reconciliations with a feature-rich platform that offers carrier payables, vendor payables, and claims payments all integrated to back-office systems.

With the ability to deliver an industry-leading solution, we pride ourselves on being a leader in the property and casualty market. We are a venture backed Insurtech company who is growing fast … like really fast! We are headquartered in Tennessee, with remote employees located throughout the east and west cost of the United States and Canada.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Insurance

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