Support Specialist

AgencyBloc; Cedar Falls (IA); On-site; USD 42,000 - 64,000; Full time

Job summary

AgencyBloc is seeking a Client Support Specialist to assist customers with our life and health insurance platform. You will handle inquiries via phone, email, video and live chat, troubleshoot issues, and guide clients through workflows to maximize adoption.

The ideal candidate has 3+ years in software support or the life and health insurance industry, strong communication, and a customer-first mindset. Working hours are 8:00 AM – 5:00 PM CT, Monday–Friday.

Qualifications

• 3+ years of experience in software support or the life and health insurance industry.
• Strong communication and problem-solving skills with a customer-first mindset.
• Comfortable working with technology and quickly learning new tools.
• Proficient in Google Suite and Microsoft Office.
• Detail-oriented with the ability to prioritize multiple tasks effectively.

Responsibilities

• Serve as a product expert on AgencyBloc’s suite of products and guide clients.
• Enhance client relationships by delivering engaging, solution-oriented support.
• Provide troubleshooting assistance and brief training sessions via web meetings, phone, live chat, video and email.
• Respond to client inquiries promptly and coordinate with internal teams when needed.
• Help clients overcome adoption barriers and fully utilize product features.
• Meet or exceed department metrics for client satisfaction and revenue impact.
• Provide feedback to improve processes and efficiency.
• Participate in weekly team meetings and 1-on-1s with Manager and Director.

Skills

Customer-focused

Strong communication

Problem-solving

Learning agility

Team collaboration

Tools

Google Suite

Microsoft Office

Job description

AgencyBloc is a leading provider of agency management solutions built specifically for life and health insurance agencies. Our platform helps agencies streamline operations, strengthen client relationships, and drive growth through powerful CRM, commission processing, and marketing automation tools. We value innovation, collaboration, and making a meaningful impact in the industries we serve and we take pride in fostering a culture that genuinely cares about our customers, our work, and each other.

Requirements

Summary

The Client Support Specialist is a frontline role responsible for assisting clients with their questions and challenges related to AgencyBloc's suite of products via phone, email, video, and live chat. This position focuses on delivering exceptional customer support by answering client inquiries, providing troubleshooting assistance. The goal is to equip clients with the tools and information they need to succeed while ensuring a seamless support experience. Success in this role requires experience in the insurance industry, strong communication and problem-solving skills, and the ability to turn every interaction into a positive outcome. The ideal candidate is comfortable learning multiple products and helping clients navigate workflows and best practices that support their day-to-day business operations.

Responsibilities

• Serve as a product expert on AgencyBloc’s suite of products, understanding how it impacts clients’ businesses and providing clear guidance.
• Enhance client relationships by delivering engaging, solution-oriented support in every interaction.
• Provide troubleshooting assistance and conduct brief training sessions via web meetings, phone calls, live chat, video and email.
• Respond to client inquiries in a timely and professional manner, ensuring their concerns are addressed and collaborating with internal teams when needed.
• Proactively help clients overcome barriers to adoption and ensure they fully utilize the product’s features.
• Meet or exceed department metrics, including goals for client satisfaction, efficiency, and revenue impact.
• Offer feedback and insights on processes and procedures to improve operational efficiency and client experience.
• Actively participate in weekly team meetings and bi-weekly 1-on-1s with your Manager & the Director of Customer Support to stay aligned with goals.
• Perform other duties as assigned to support the team and company objectives.

Skills / Education / Experience

• 3+ years of experience in software support or the life and health insurance industry. Experience with AgencyBloc is a plus but not required.
• Strong communication and problem-solving skills with a customer-first mindset.
• Comfortable working with technology and quickly learning new tools.
• Proficient in Google Suite (Docs, Sheets, Gmail, Calendar, etc.) and Microsoft Office (Word, Excel, Outlook, etc.).
• Detail-oriented with the ability to prioritize multiple tasks effectively.
• Motivated by the opportunity to contribute to a fast-moving, entrepreneurial team.
• Quick-thinking, adaptable, and resilient, with a positive, collaborative attitude. A self-starter with humble confidence and the ability to communicate across teams for clarity and alignment.
• Expected working hours: 8:00 AM – 5:00 PM CT, Monday through Friday.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.