Support Specialist

quandri; United States; Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

Stock options

Health benefits

Lifestyle spending account

Paid vacation

Work from anywhere

Job summary

Quandri is seeking a front-line technical support specialist to help customers navigate a complex insurance operations software. You’ll manage issues from first report to resolution, explain fixes clearly, and coordinate with internal teams when escalation is needed.

You’ll also monitor automated processes and contribute to self-service resources. You should have at least three years of direct customer support experience, a curious mindset about how features work, and comfort with AI and

Qualifications

• At least three years of direct customer support experience.
• Experience supporting a technically complex product.
• Curiosity about how AI and automation features work.
• Strong written and verbal communication, patience, and a customer-focused approach.
• Availability to work standard hours aligned with 9 a.m.–6 p.m. Pacific time.

Responsibilities

• Respond to customer inquiries promptly and professionally, maintaining ownership through resolution.
• Manage support tickets by setting expectations, sharing timely updates, and ensuring issues are closed out.
• Investigate technical problems, diagnose likely causes, and explain solutions in accessible language.
• Monitor customers’ automated processes and proactively flag failures or emerging issues.
• Share customer feedback and actionable bug reports with product, engineering, implementation, and customer success teams.
• Contribute to support improvements, knowledge articles, incident coordination, and analysis of ticket patterns.

Skills

Customer support

Technical product support

AI and automation familiarity

Effective communication

Job description

Role overview

Provide front-line technical support to customers using a complex software product for insurance operations. You’ll take issues from first report through investigation and resolution, explain fixes with clarity and empathy, and coordinate with internal teams when a problem requires escalation. Alongside the support queue, you’ll monitor automated system runs, identify recurring problems, and help improve the support process and self-service resources.

Responsibilities

• Respond to customer inquiries promptly and professionally, maintaining clear ownership through resolution.
• Manage support tickets by setting expectations, sharing timely updates, and ensuring issues are closed out.
• Investigate technical problems, diagnose likely causes, and explain solutions in accessible language.
• Monitor customers’ automated processes and proactively flag failures or emerging issues.
• Share customer feedback and actionable bug reports with product, engineering, implementation, and customer success teams.
• Contribute to support improvements, knowledge articles, incident coordination, and analysis of ticket patterns.

Requirements

• At least three years of direct customer support experience.
• Experience supporting a technically complex product and curiosity about how its features work.
• Understanding of AI and automation technologies.
• Strong written and verbal communication, patience, and a customer-focused approach.
• Availability to work standard hours aligned with 9 a.m.–6 p.m. Pacific time, or based on the West Coast.

Nice to have

• Experience with insurance or brokerage workflows.
• Knowledge base writing, ticket reporting, or support process improvement experience.

Benefits and work setup

• Base pay range of CAD $60,000–$80,000, depending on experience and stock option choice.
• Stock options, health benefits including a lifestyle spending account, and four weeks of paid vacation.
• Option to work from anywhere in the world for up to 60 days per year.