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