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

Requirements

- 1+ years of experience in customer service or customer success in the insurance industry

- Excellent written and verbal communication skills

- Demonstrated ability to work in a fast-paced environment while handling a high volume of customer inquiries

- Strong organizational and time-management skills

- Knowledge of insurance software, specifically claims management, underwriting, or rating

- Ability to identify customer needs and proactively address concerns

- Willingness to work PST

- Autonomy

- Proactivity

- Advanced English proficiency

- Excel and G-Suit

Benefits

- Full-time Colombian contract + prestaciones

- Fully remote position

- Prepaid healthcare plan

- Bonus for every referral that joins the company

- Academic plans

Originally posted on Himalayas