Experienced Customer Success Specialist and Operations Expert for Life Insurance Technology Solutions - Remote Opportunity

Introduction to blithequark

Imagine being part of a revolutionary journey to transform the life insurance industry by creating a cutting-edge operating system that simplifies complex workflows and empowers financial representatives to focus on what they do best. At blithequark, we are pioneering this change with a cohesive, process-oriented platform that automates manual tasks, bringing insurance services into the 21st century. Our mission is to bolster financial security for nearly 40 million US households who lack sufficient coverage, and we invite you to join us in this endeavor.

About Our Journey

blithequark is a joint venture that has already gained significant traction, with a leading team of insurance and financial service executives at its helm. We have secured a substantial capital commitment from a strategic partner, positioning us to move swiftly in modernizing an industry that has been slow to evolve. If you are passionate about turning complex, labor-intensive workflows into elegant and modern technical solutions, we want you on our team.

Job Summary

We are seeking an exceptional Customer Success Specialist and Operations expert to be the first point of contact for our clients who require technical assistance and guidance. This role is not an IT/Help Desk position, but rather a unique opportunity to leverage your communication and problem-solving skills to resolve customer issues, troubleshoot software problems, and ensure customer satisfaction. You will document and track customer cases, escalate complex issues, provide feedback and suggestions, and stay updated on product features and best practices.

Key Responsibilities

• Respond to customer inquiries in a timely and professional manner, utilizing excellent communication and interpersonal skills to explain technical concepts clearly and simply.
• Identify, diagnose, and resolve technical issues related to our product using various tools and methods, demonstrating strong problem-solving and analytical skills.
• Document and track customer cases using our ticketing system, Zendesk, and follow up on the resolution status, ensuring highly detailed and organized records.
• Escalate complex issues to the appropriate team or department and collaborate with them to provide solutions, showcasing agility and adaptability in shifting priorities.
• Provide feedback and suggestions to improve our products and services based on customer needs and expectations, contributing to the refinement of bugs and user stories.
• Manage the onboarding of new users, conduct user training sessions and workshops, and create and maintain customer training materials, including videos and one-pagers.
• Partner closely with Customer Success Managers to prioritize projects, issues, and customer roadmaps, and build and master Customer Success playbooks.
• Own and manage individual KPIs to ensure SLAs are met, and be responsible for training new blithequark employees on the product.

Essential Qualifications

To excel in this role, you should possess:

• Excellent communication and interpersonal skills, with the ability to explain technical concepts in a clear and simple manner.
• Experience handling customer inquiries and collaborating with technical stakeholders.
• Strong problem-solving and analytical skills, with the ability to troubleshoot, resolve, and document technical issues efficiently and effectively.
• Highly detail-oriented and organized, with the ability to effectively prioritize and multi-task.
• Agility and adaptability in shifting priorities, with a strong ability to work in a fast-paced environment.
• Familiarity with CRM systems, ticketing tools, and remote support software, such as Zendesk.
• Previous experience in insurance software is highly desirable.
• 2+ years of experience in business operations, administration, or a similar role, with technology support and troubleshooting experience preferred.
• A college degree or advanced learning is preferred, although a high school diploma or equivalent is required.

What We Offer

By joining blithequark, you will have the opportunity to:

• Be part of a revolutionary journey to transform the life insurance industry.
• Build something new with lasting value and create a working environment that helps individuals thrive professionally and personally.
• Enjoy a culture that promotes great relationships both inside and outside the office.
• Receive a highly competitive salary and benefits package, including PTO, paid holidays, 401(k) with match, exclusive discount programs, health and wellness programs, and more.
• Work remotely with the flexibility to choose an EST or CST workday schedule.
• Develop your skills and expertise through ongoing training and professional development opportunities.

Career Growth and Learning Benefits