Customer Success Associate

Hourly, Inc. is seeking an energetic and customer-focused individual to join our team as a Customer Success Associate specializing in insurance. As part of our computer software company, you'll work with our insurance clients to help them succeed. You will be responsible for providing first-class support on our insurance software products and collaborating with our product development team to ensure customer satisfaction. Our ideal candidate will be able to handle a high volume of customer inquiries, provide insightful product feedback, and understand the customers' needs to provide comprehensive service.

Responsibilities
- Provide exceptional customer support to payroll clients via phone, email, and chat
- Gather, enter, organize, and manage migration and onboarding data accurately
- Manage customer accounts and ensure timely onboarding through the customer success program
- Maintain detailed and accurate records of customer interactions, delivering data-driven insights to support business decisions
- Perform initial troubleshooting and triage of customer issues, escalating complex cases when necessary
- Proactively identify and resolve potential customer concerns before they escalate
- Develop and maintain expert knowledge of Hourly’s software products, payroll processes, and the insurance industry
- Support and process U.S.-based payroll operations with accuracy and attention to compliance requirements
- Communicate clearly, professionally, and effectively in both written and spoken English across all customer interactions
- Build strong client relationships by delivering a positive, solution-oriented customer experience
- Collaborate cross-functionally with internal teams to ensure customer success and satisfaction throughout the client lifecycle