Hybrid Customer Support Specialist — Empathetic & SLA-Driven

Reliable Premium Management - Customer; Waite Park (MN); Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

Dex training

HubSpot training

Aircall training

Airtable training

Quarterly bonus

Full benefits package

401(k) with 4% match

Paid time off

Flexible work arrangement

Growth opportunities

Job summary

Reliable Premium Management (RPM) is seeking a Customer Support Specialist to handle inquiries by phone and email, ensure accurate, timely responses, and uphold RPM's promise of an effortless, stress-free customer experience. You will work in a fast-paced, high-volume environment, collaborating with the onboarding and success teams to deliver consistent service and drive retention.

You will operate in a hybrid in-office setting in Waite Park, MN, with a 4:1 in-office to remote schedule after 90

Qualifications

• Clear and effective communication with customers via phone and email.
• Ability to follow Playbooks and SOPs while applying good judgment.
• Strong focus on reducing churn and delivering accurate, proactive support.

Responsibilities

• Provide professional, efficient support via phone and email, addressing inquiries and resolving issues on first contact where possible
• Process SLA-bound work — renewals, carrier switches, endorsements, payroll-not-linked issues, and payroll switches — within team completion targets
• Resolve customer questions and support requests using Playbooks and SOPs — knowing when to escalate or tailor responses
• Build strong customer relationships through active listening and empathy to reduce avoidable churn
• Document all customer interactions accurately in HubSpot and collaborate with onboarding teams to ensure a smooth customer lifecycle

Skills

Clear communication

Phone & email support

SLA adherence

Empathy

Tools

Dex

HubSpot

Aircall

Airtable

Job description

Reliable Premium Management (RPM) is seeking a Customer Support Specialist to handle inquiries by phone and email, ensure accurate, timely responses, and uphold RPM's promise of an effortless, stress-free customer experience. You will work in a fast-paced, high-volume environment, collaborating with the onboarding and success teams to deliver consistent service and drive retention.

You will operate in a hybrid in-office setting in Waite Park, MN, with a 4:1 in-office to remote schedule after 90