Platform Customer Success Associate

Join a leading insurtech company that is unlocking the potential of digital insurance to help everyone protect what matters most! Are you up for the challenge?

Sure was founded in 2015 and is the digital insurance platform that empowers brands and carriers to distribute products quickly. Our solutions reach and engage customers wherever they are on their journey. We are on a mission to provide a hassle-free way to buy insurance anywhere by powering insurance carriers and brands with our SaaS platform. Together we are building products that make digital insurance accessible to all.

🤝 Culture is everything. Join an incredible team of smart, passionate, collaborative and driven individuals. We empower our teams and promote autonomy and independence wherever we can.

🌐 We are remote first. We work from home and we love it!

🏆 Strive for greatness. We’ve been named 13th Fastest Growing Company by Deloitte Technology Fast 500, Best Place to Work in 2023 by Built In and recognized for Transforming the Global Insurance Industry by InsurTech 100.

💰Funding. In October 2021, we raised $100M in our Series C with a $550M valuation.

We’re growing!

As a Platform Customer Success Associate at Sure, you will be instrumental in ensuring that our enterprise partners receive top-notch support and assistance. This role requires strong attention to detail, exceptional organizational skills, and the ability to excel in a fast-paced environment. Platform Customer Success Associates are integral in supporting Sure's enterprise partners, as well as collaborating with Product Management, Project Management, Quality Assurance and Engineering teams to ensure prompt and effective resolution of requests, maintaining Sure's high standard of customer care.

• Client Support: Provide technical support to partners, addressing their inquiries and resolving technical issues related to our products and services.
• Communication: Communicate with partners via support systems, email, and other channels to understand their needs and provide assistance. Collaborate with internal teams to communicate partner issues and requests effectively.
• Service Level Agreements (SLAs): Adhere to service level agreements (SLAs) by being available to respond to partner inquiries within specified timeframes and ensuring timely resolution of issues.
• Partner Feedback: Serve as a liaison between clients and the product team, gathering feedback and insights to inform product development and enhancements.
• Issue Escalation: Escalate complex technical issues to the appropriate internal teams, such as the technical or product development team, for further investigation and resolution.
• Collaboration: Work closely with cross-functional teams, including Product Management, Project Management, Quality Assurance and Engineering, to address partner needs and ensure seamless communication and resolution of technical issues.
• Support Reporting: Craft support reports by collecting, analyzing, and summarizing support tickets and requests, providing insights into trends and areas for improvement.
• Ticket Management: Manage support tickets and requests by documenting, validating, and updating information as needed, ensuring accurate and thorough record-keeping.
• Customer Satisfaction: Maintain a positive, empathetic, and professional attitude toward partners at all times, striving to ensure their satisfaction with our products and services.
• Product Knowledge: Develop a deep understanding of our products and services to effectively address partner inquiries and provide accurate information and assistance.
• Product Monitoring: Identify potential issues before they arise by monitoring partner usage and performance, and proactively reach out to provide support or resources.
• Process Improvement: Provide feedback on the efficiency of the customer service process and suggest improvements to enhance the partner experience.
• Training and Onboarding (UAT Kickoffs / New Partner Onboarding): Assist in the onboarding process of new partners by providing training and resources to ensure a smooth integration with our products and services.
• Documentation: Create and maintain detailed documentation for common technical issues and resolutions to help streamline support processes and improve efficiency.

• Bachelor's degree in a related field or equivalent experience.
• Previous experience in technical customer support or a similar role preferred.
• Strong technical aptitude and ability to troubleshoot technical issues effectively.
• Excellent communication skills, both written and verbal.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Empathetic and customer-focused attitude with a commitment to providing exceptional service.
• Familiarity with support ticketing systems, data analytics and customer relationship management (CRM) software is a plus.
• Experience in preparing support reports by collecting, analyzing, and summarizing support tickets and requests, providing insights into trends and areas for improvement.

• Unlimited PTO… no really, we want you to take it!
• Mental Health Breaks - company provided meditation app and a weekly wellness hour
• WFH stipend to help you work your best while being remote
• Countless Medical, Dental and Vision plans … we are an insurtech company after all!
• Equity and 401K
• Generous parental leave

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

For more information, visit https://www.sureapp.com/. Follow @SureHQ on Twitter, Facebook and Instagram.    

Employment at Sure is contingent upon a satisfactory verification of a general and criminal background check and education and employment verification. Upon an offer of employment, all prospective employees may be required to complete an employment application. Any background verifications will be obtained with written consent from the individual.