Customer Experience Support Processor (Remote, US)

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Openly is rebuilding insurance from the ground up. We are re-envisioning and enhancing every aspect of the customer experience.  Doing this requires a rapidly growing team of exceptional, curious, empathetic people with a wide range of skill sets, spanning technology, data science, product, marketing, sales, service, claims handling, finance, etc.

Now is the perfect time to join the journey. Here’s why

• It’s working. We’re in multiple states and on our way to operating countrywide.  We have thousands of agents selling our product and millions of dollars of annual customer premiums.
• We’re well-backed & stable. We closed our $100M Series D fundraise. We are supported by some of the top investors globally, including Google’s “Gradient” AI-focused fund, Obvious Ventures,  Advance Venture Partners, Eden Global Partners, and Clocktower Technology Ventures.
• It’s not too late! Despite this traction and stability, we’re still early enough in the journey that there’s time to make a real difference during Openly’s formative period.

If you’d like to understand more about Openly’s mission, consider checking out this video (https://vimeo.com/267654520) from a company pitch we gave several years ago at Techstars. 

Job Details 

Openly is looking for a Customer Experience (CX) Support Processor as Openly expands its Customer Experience team. This position will play a critical role in supporting the three different functional areas of Openly’s Customer Experience team. We are rethinking the customer experience and are looking for someone who wants to be at the forefront of this change! This role's ideal candidate will be energized and excited about working as part of a fast-paced and evolving insurtech company. This candidate will also enjoy problem-solving and working with various internal teams while putting themselves in someone else’s shoes during challenging situations. Opportunities to join a group like this don’t come up often, so if this sounds right up your alley, then keep reading and join our ever-growing team! 

Key Responsibilities

• Triage service requests received via digital communication channels.
• Process inbound customer support requests accordingly.
• Ensure accurate data tagging within a Zendesk ticket when processing a transaction.
• Update and maintain customer records in the database with accurate information.
• Assist with identifying and escalating potential issues that hinder customer success.
• Perform additional tasks as needed to support CX operations.
• Engage in continuous learning and bring a positive attitude and curiosity about the role and the team.
• Provide feedback and suggestions to enhance customer service processes and policies.

Requirements

• At least 1 year of experience in a customer support or related role.
• Prior 100% remote work experience.
• Insurance agency experience in either an independent or exclusive agency setting is a plus.
• Experience in using service ticketing systems and triaging service request tickets is a plus. 
• Excellent interpersonal communication skills, both verbal and written.
• Be adept and effective at communicating across all communication mediums with team members and Leadership, including cross-functional teams as needed.
• A high degree of technical proficiency with online tools and systems; familiarity with Google Suite and Zendesk is a plus.
• Self-starter mentality with solid time-management skills.
• Ability to adapt to a fast-paced, remote work environment.
• Flexible mindset focused on continuous improvement.
• Ability to work independently, multi-task and prioritize effectively.
• Extraordinary problem-solving abilities, intellectual curiosity, and a genuine interest in learning new processes and working with new tools in a fast-paced environment.
• Ability to work flexible hours, including evenings or weekends, if needed.
• Reliable and punctual with a strong work ethic.

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Benefits & Perks

• Remote-First Culture - We supported #remotelife long before it was a given. We'll keep promoting it.
• Competitive Salary & Equity
• Comprehensive Medical, Dental, and Vision Plan Offerings
• Life and disability coverage including voluntary options
• Competitive PTO - 20 days and 11 paid holidays (including floating holidays)  per year under the Company’s vacation and holiday policies.
• Parental Leave - up to 8 weeks (320 hours) of paid parental leave based on meeting eligibility requirements
  (Birthing parents may be eligible for additional leave through STD)
• 401K Company Contribution - Openly contributes 3% of the employee's gross income, even if the employee does not contribute.
• Work-from-home stipend - We provide a $1,500 allowance to spend on setting up your home workplace
• Annual Professional Development Fund: Each employee has $2,000 in professional development (PD) funds to spend on activities or resources annually. We want each Openly employee to achieve personal and professional success and to feel supported, confident, and informed about improving their efficiency and productivity.
• Be Well Program - Employees receive $50 per month to use towards your overall well-being
• Paid Volunteer Service Hours
• Referral Program and Reward

Depending on position, Employees generally are eligible for cash incentive compensation, including commissions for sales eligible roles. In all cases, eligibility for compensation and benefits is subject to applicable plan and policy terms in effect from time to time.

U.S. Citizens, Green Card Holders, and those authorized to work in the U.S. for any employer and currently residing in the US will be considered.

Openly is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Openly is an E-Verify Employer in the United States. Openly will make reasonable accommodations for qualified individuals with known disabilities under applicable law.