Customer Success Associate
New
H
Hourly, Inc.Insurance
Fully remote position, Willingness to work PSTFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Advanced English proficiency
- Experience
- 1+ years of experience in customer service or customer success
- Required Skills
- Microsoft ExcelCustomer serviceOrganizational skillsCustomer Success
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
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
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