(West Region) P&C Customer Success Representative
Thimble
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Benefits offered by this job
Job summary
Thimble is seeking a licensed P&C Customer Success Representative to join our team on the West Coast (Pacific Time Zone). You will provide outstanding service to customers and brokers by answering questions, handling complaints, and troubleshooting issues related to our platform.
The role includes assisting with broker onboarding and ongoing relationships, managing a high volume of emails and chats, and collaborating with internal teams to improve the customer and broker experience while
Qualifications
- P&C license required.
- Small commercial insurance experience preferred.
- Experience with insurance brokers or agencies.
- Fast-paced, high-volume support or customer service background.
- Excellent written and oral communication skills.
- Highly organized with attention to detail.
- Ability to adapt to changes and learn quickly.
- Ability to manage multiple projects simultaneously.
- Bachelor's degree preferred.
Responsibilities
- Become an expert with Thimble's products and services.
- Support broker onboarding and deliver excellent customer service.
- Provide guidance on configuring and using the Thimble Broker Portal.
- Assist customers with inquiries and help resolve issues.
- Help increase conversion by applying product and insurance knowledge to the purchase experience.
- Meet defined SLAs for assisting customers with service requests.
- Provide support via email, chat, and phone.
- Collaborate with other teams to improve customer and broker experiences.
Skills
Education
Tools
Job description
About Us
Thimble is a leading insurtech platform for small business customers and agents. Thimble allows customers to quickly get insurance coverage by the job, month or year using its award-winning app and website.
Founded by serial entrepreneurs, Thimble works with a variety of carriers to bring the best insurance solutions to small businesses, brokers and agents. Since it was founded, Thimble has delivered more than 170,000 policies to small businesses across the United States.
Thimble was acquired by Arch Insurance, a unit of Arch Capital Group Ltd. (Nasdaq: ACGL), a publicly listed Bermuda exempted company with approximately $24.3 billion in capital at March 31, 2025. Arch, which is part of the S&P 500 Index, provides insurance, reinsurance and mortgage insurance on a worldwide basis through its wholly owned subsidiaries.
Thimble's innovative culture and technical expertise are an incredible addition to Arch Capital's portfolio of offerings. The acquisition expands Arch's suite of digital solutions for small business customers and brokers. Thimble will remain a separate subsidiary, working closely with the Arch Group team.
For more information, visit thimble.com.
Our Values
Our unique culture is built around our six core values:
Think Wild, Act Tame
Be relentlessly creative. Question everything. Get to know the rules so well, you can use them in new ways. Be the industry's compliant radicals.
Green Means GO
Act. Move forward. Learn. You can only make a decision based on the best information you have -- so make it.
Own Every Detail
Be ruthlessly precise. Disciplined. Sweat the small stuff.
Simplify, Simplify, Simplify
Get to the point. Make it crystal clear. Cut everything else. It's our job to make insurance easy -- however hard that is for us.
Every Moment Counts
Show up early and ready. Deliver on time or before. Make the most of your time, so others can make the most of theirs.
Stay Human
Treat every person, and their ideas, with respect. Cherish diversity.
Thimble is seeking a licensed P&C Customer Success Representative to add to our team, located on the West Coast (Pacific Time Zone). In this role, you will provide outstanding service to our customers and brokers by answering questions, handling complaints, and troubleshooting problems. This role includes assisting prospective customers with insurance and underwriting questions related to our appetite and binding policies on our platform. You will also assist with broker sales support, including new broker onboarding and ongoing broker relationships.
The ideal Customer Service Representative can handle a high volume of emails and chats, and seeks to create a positive experience for each customer. Listening to understand the reason for their support request, addressing all questions or complaints, and providing accurate and efficient responses are all key parts of success for this role.
Please note: Our Thimble Fridays benefit (out of office at 12:00pm local time) is subject to a different day for the Success Team.
Roles and Responsibilities
Become an expert with Thimble's products and services
Support the onboarding process for new brokers while delivering excellent customer service
Provide guidance and best practices on configuring and utilizing the Thimble Broker Portal
Assist new and existing customers through all of their inquiries and help them find a resolution to any questions or issues they may have
Help increase conversion by bringing valued product and insurance knowledge to the purchase experience for new customers
Meet defined Service Level Agreements for assisting new and existing customers with service requests
Provide excellent customer and broker support and assistance via email, chat, and phone
Dedicated to helping the customer at all costs; you are the front line between the customer and Thimble - we want to leave a positive impression and develop a relationship that keeps the customer happy
Assist with side projects as needed for the insurance and product teams
Collaborate with other teams to provide feedback on customer and broker experiences
What We're Looking For
A Property & Casualty Insurance license is required
Small commercial business insurance experience is highly preferred
Prior work with insurance brokers or agencies
Experience in a fast-paced, high-volume support or customer service environment
Excellent written and oral communication skills
Highly organized with ruthless attention to detail
Ability to adapt to changes and learn quickly
Ability to manage multiple projects simultaneously
Bachelor's degree preferred
What You'll Do in 30 Days
Meet the team and gain a thorough understanding of our insurance product offerings, policies, different channels, and the ways that we sell coverage
Shadow and train with the Broker Success and Customer Success teams
Become familiar with our various software (Zendesk, Omni, Jira, and more)
Learn Thimble's broker base and become comfortable answering various tickets
What You'll Do in 60 Days
Be completely comfortable with our suite of products and offerings
Be able to receive and respond to most tickets, with support from the Broker and Customer Success team
What You'll Do in 90 Days
Full end-to-end product knowledge
Have complete ownership of your area within the team, and be fully skilled in support via email and chat
Be integrated with other teams and collaborate on Thimble's projects
Thimbler Benefits & Perks!
Fully remote company
Thimble Fridays! (out of office at 12:00pm local time)
Comprehensive health, vision, and dental coverage
401(k) auto enrollment and matching (100% of the first 3% and 50% of the next 3%)
PTO: 20 days vacation + 12 company-wide holidays + 8 floating days + 1 VTO (Volunteer Time Off) + unlimited sick time
Parental Leave: 100% paid 12 weeks + 2 weeks gradual return
Computer choice of Mac or PC
Work from home setup reimbursement
Monthly co-working space and/or child care reimbursement
Monthly ClassPass credit
Quarterly wellness reimbursement
Other health & wellness perks including: One Medical, Teladoc, Talkspace, Kindbody, and Health Advocate
Virtual events, happy hours, trivia, and fun!
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