SaaS Customer Support Lead

Bond-Pro; Tampa (FL); Remote; USD 60,000 - 70,000; Full time

Job summary

Bond-Pro, a leader in insurance software solutions, seeks a SaaS Customer Support Lead to oversee a technical support team. Ideal candidates will have extensive software support experience and strong customer service skills, particularly in the property and casualty insurance sector. This remote role offers a competitive salary and benefits, fostering a supportive team environment.

Benefits

Medical insurance

Dental insurance

Vision insurance

401(k) matching

Flexible Paid Time Off

Qualifications

• 10+ years in software technical support/client success positions.
• 5+ years in SaaS vendor support.
• Experience with complex ERPs like SAP or Oracle.

Responsibilities

• Lead a team of technical support analysts.
• Provide level two and three client support.
• Handle customer issues and maintain service quality.

Skills

Analytical skills

Customer service skills

Leadership

Job description

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Who Is Bond-Pro

Bond-Pro is a 25+ year old software company and the leader in providing enterprise software to insurance companies to manage their specialty line of Surety Bonds.

Who Is Bond-Pro

Bond-Pro is a 25+ year old software company and the leader in providing enterprise software to insurance companies to manage their specialty line of Surety Bonds.

This position is open only to candidates residing in Florida, Georgia, Indiana, Ohio, Pennsylvania and Texas. Relocation support is not available.

This is a 100% remote position.

The Role

This role will lead a small team of technical support analysts who are responsible for level two and level three external client support. Our technical support team provides support for OUR software products which are licensed to insurance carriers and insurance agencies.

This Role Provides

• Day to day organization to the support team efforts
• Support to clients directly – this is not just a management role
• Seasoned customer handling when dealing with pressure situations or complex client concerns
• Leadership by example – always leaning in
  
  

The Successful Candidate Will Have The Following Attributes

• A quick learner – needed to learn our software and industry
• Highly personable – strong EQ and sense of humor – able to reach a wide range of people
• Uncommon sense
• Strong work ethic that inspires others
• Appreciative of a good team environment
• Likes a small but driven company environment
  
  

Experience And Background We Are Seeking

We are seeking individuals with strong analytical and customer service skills who have experience working as a software vendor resolving a wide variety of customer issues.

The successful candidate will have experience with complex ERPs (SAP, Oracle, etc.) supporting customers in both web-based and client server environments.

Property and casualty insurance industry experience is preferred, but financial services or banking industry experience is acceptable.

Requirements

• 10+ years of experience in software technical support/client success positions.
• 5+ years of experience in SaaS vendor support, as opposed to internal customer support.
• Recent experience supporting customers in client server environments, not just web-based environments. This is a crucial requirement.
• Excellent communications and customer service skills.
• Property & Casualty Insurance industry experience (preferred)
  
  

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) matching
• Flexible Paid Time Off
  
  

About Bond-Pro

Bond-Pro’s fully integrated enterprise software suites enable Surety professionals with a full underwriting suite to evaluate and manage accounts as well as the tools to streamline and automate the entire life cycle of Surety Bonds.

Founded in 1991 and headquartered in Tampa, Florida, Bond-Pro is the leading software automation tool for Surety professionals. Our focus is developing state-of-the-art technology solutions to help surety carriers and agencies grow premiums, while reducing risks and operating costs. With 10 major releases and over 250,000 development hours, we dedicate 76% of our operating costs to the further enhancement of our products.

Bond-Pro is the most widely used surety automation software deployed by hundreds of agencies and dozens of national surety carriers. Bond-Pro leverages more than 20 years of customer feedback in developing surety software that provides the most feature rich functionality in the marketplace.

Learn more about us atwww.bond-pro.com

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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