[Remote] Senior Customer Success Specialist

Note: The job is a remote job and is open to candidates in USA. InsCipher is a company committed to innovation and customer success, aiming to become a leading partner for state departments of insurance and brokers. They are seeking a detail-oriented Senior Customer Success Specialist to manage complex customer support escalations and improve support processes. This role involves troubleshooting technical issues, liaising between teams, and enhancing customer service tools.ResponsibilitiesServe as the primary escalation point for partners, responding to escalated calls, chats, and emails in a timely mannerTriage, categorize, and route escalated support tickets with accuracy and urgencyTroubleshoot and diagnose complex product, system, and service-related issuesCreate, document, and manage development tickets in Jira when Product or Development team involvement is requiredMonitor AI support agent performance, identify recurring issues and failure patterns, and provide recommendations for improvementCapture customer feedback and feature requests and route them to the appropriate internal teamsServe as a liaison between Customer Success and Product teams by translating customer issues into clear, actionable requirementsManage customer escalations with professionalism while maintaining clear communication throughout the resolution processCollaborate with Compliance, Accounting, Filing Services, Product, and other internal teams to resolve complex customer issuesMaintain detailed records of customer interactions, troubleshooting activities, and action items within support systemsDevelop expertise in InsCipher products, SaaS support processes, and surplus lines insurance operationsShare knowledge and best practices with team members to improve overall support effectivenessRequired to perform other duties as requested, directed, or assignedSkillsBachelor's degree preferred2+ years of remote technical support experience2+ years of experience using Jira, Intercom, or similar ticketing and support platformsStrong technical troubleshooting and problem-solving skillsExcellent written and verbal communication skillsStrong organizational skills and attention to detailProficiency with Windows and Microsoft Office Suite applicationsStrong interpersonal skills with the ability to collaborate effectively across teamsExperience working with AI tools, chatbots, or AI-enabled support systems preferredKnowledge of surplus lines tax filing preferredBenefitsHealth, dental, and vision plansAmazing work-life balance with 4 weeks of Paid Time Off10Paid Company Holidays with 2 floating holidays401K Programs with employer matchPersonalassistanceprograms for support in a healthy personal and work lifeCompany OverviewInsCipher provides tax filing and insurance automation solutions services. It was founded in 2016, and is headquartered in Pleasant Grove, Utah, USA, with a workforce of 51-200 employees. Its website is https://www.inscipher.com.