Remote Customer Success Associate – Insurance Software

Hourly, Inc.; United States; Remote; USD 50,000 - 70,000; Full time

Benefits offered by this job

Fully remote position

Prepaid healthcare plan

Referral bonus

Academic plans

Job summary

Hourly, Inc. is seeking a Customer Success Associate specializing in insurance to support payroll clients and onboarding processes.

You will handle inquiries via phone, email, and chat, maintaining detailed records and delivering data-driven insights to guide decisions. The role requires experience in customer service within the insurance sector, strong communication, and the ability to work in a fast-paced environment while staying compliant with payroll practices in the United States.

Qualifications

• 1+ years of experience in customer service or customer success in the insurance industry
• Excellent written and verbal communication skills
• Demonstrated ability to work in a fast-paced environment while handling a high volume of inquiries
• Strong organizational and time-management skills
• Knowledge of insurance software, specifically claims management, underwriting, or rating
• Advanced English proficiency
• Willingness to work PST
• Autonomy
• Proactivity
• Excel proficiency
• G-Suite proficiency

Responsibilities

• Provide exceptional customer support to payroll clients via phone, email, and chat
• Gather, enter, organize, and manage migration and onboarding data accurately
• Manage customer accounts and ensure timely onboarding through the customer success program
• Maintain detailed and accurate records of customer interactions, delivering data-driven insights
• Perform initial troubleshooting and triage of customer issues, escalating complex cases when necessary
• Proactively identify and resolve potential customer concerns before they escalate
• Develop and maintain expert knowledge of Hourly’s software products, payroll processes, and the insurance industry
• Support and process U.S.-based payroll operations with accuracy and attention to compliance requirements
• Communicate clearly, professionally, and effectively in both written and spoken English across all customer interactions
• Build strong client relationships by delivering a positive, solution-oriented customer experience
• Collaborate cross-functionally with internal teams to ensure customer success and satisfaction throughout the client lifecycle

Skills

Customer success

Insurance knowledge

Communication skills

English proficiency

Time management

Remote-friendly

Autonomy

Proactivity

PST hours

Advanced English

Excel

G-Suite

Tools

Excel

G-Suite

Job description

Hourly, Inc. is seeking a Customer Success Associate specializing in insurance to support payroll clients and onboarding processes.

You will handle inquiries via phone, email, and chat, maintaining detailed records and delivering data-driven insights to guide decisions. The role requires experience in customer service within the insurance sector, strong communication, and the ability to work in a fast-paced environment while staying compliant with payroll practices in the United States.