Support Representative (US-Based)

Opsfi; California City (CA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

OpsFi, a boutique accounting and advisory firm, is hiring a Support Representative for its InsurTech client in the United States. The role is hybrid and full-time, integrating into our customer support workflows and collaborating with global teams.

You will handle inquiries via phone, email and live chat, troubleshoot issues, manage tickets, and escalate complex cases to product or engineering. Ideal candidates have 3–5 years in FinTech/InsurTech customer support and strong communication.

Qualifications

• 3-5 years of experience in customer support, technical helpdesk, or client services in InsurTech/FinTech or financial SaaS.
• Exceptional verbal and written communication with empathetic phone manner.
• Proficiency with modern customer support platforms and ticketing tools.
• Analytical mindset to troubleshoot issues and adapt to evolving workflows.

Responsibilities

• Serve as the primary contact for customers via phone, email, and live chat.
• Resolve inquiries, diagnose issues, and ensure a seamless user experience.
• Maintain accurate records of all interactions and manage tickets to resolution.
• Escalate complex bugs or high-level account issues to product or engineering teams.
• Help build and update internal troubleshooting guides and FAQs.

Skills

Customer support

Call handling

Ticket management

Cross-functional escalation

Communication skills

Tools

Zendesk

Salesforce Service Cloud

Intercom

HubSpot

Job description

OpsFi is a growing, boutique accounting and advisory firm servicing high growth clients in the tech industry.

This role is a hybrid position based in the United States. Our client is an InsurTech firm based in California in the United States leveraging modern software platforms, AI risk modelling, and state-of-the-art hardware engineering to provide next-generation insurance solutions for B2C and B2B customers in the United States.

We are looking to recruit a Support Representative to join their offshore division, that will work exclusively for their Customer Support team (i.e. fully integrated into their team and workflows). You will work on a hybrid model with global teams. This is an exciting opportunity to collaborate across cross-border markets and work alongside a dynamic team building out cutting-edge products in the insurance and tech space.

We are growing the structure in the United States, and the titles will evolve as the structure takes shape, so it is a great time to join the team. This opportunity would suit an individual who is looking to progress their career and develop their professional skills in an exciting new space.

Key Responsibilities

In this role, you will serve as the primary point of contact for our customers, resolving enquiries across phone, email, and live chat while ensuring a seamless user experience. Your responsibilities include but are not limited to:

• Customer Communication & Call Handling: Manage incoming phone calls, emails, and live chat requests from clients, providing prompt, empathetic, and professional resolution.
• Troubleshooting & Issue Resolution: Diagnose, investigate, and resolve customer enquiries, account issues, or technical glitches efficiently.
• Ticket Management: Maintain accurate records of all customer interactions, tagging and tracking support tickets through to resolution using our CRM and helpdesk software.
• Cross-Functional Escalation: Identify complex technical bugs or high-level account issues and escalate them accurately to internal product, operations, or engineering teams.
• Process & Knowledge Base Support: Assist in building and updating internal troubleshooting guides, customer FAQs, and support documentation to improve service efficiency.

• Experience: 3-5 years of experience in customer support, technical helpdesk, or client services experience within an InsurTech, insurance, FinTech, or financial SaaS environment, with a proven track record of handling high-volume phone support.
• Communication Skills: Exceptional verbal and written communication skills with an articulate phone manner, active listening ability, and strong conflict-resolution skills.
• Tooling & Tech Stack: Proficiency with modern customer support platforms (e.g., Zendesk, Salesforce Service Cloud, Intercom, or HubSpot) and standard ticket-tracking tools.
• Problem-Solving & Adaptability: Strong analytical mindset to troubleshoot user problems quickly, paired with the flexibility to adapt as products, systems, and workflows evolve.

On offer for the right candidate is a competitive package with the opportunity to progress their career in a fast-paced, growing and dynamic firm.

If you believe you meet the qualifications and experience required, please submit your application for this role.

We look forward to hearing from you and potentially welcoming you to our team as a valuable asset to our company.