The Customer Support Representative serves as the frontline point of contact for retail agents and broker partners on the iBynd + SEMSEE platform, delivering timely, effective, and empathetic support across all inbound channels. This individual is responsible for resolving technical and platform-related inquiries, triaging escalations, and ensuring every partner interaction reflects the highest standards of service. The Customer Support Representative partners closely with the Customer Success, Product, and Operations teams to surface recurring issues, drive resolution, and contribute to a continuously improving support experience. This is a role for a detail-oriented, service-first professional who takes ownership of problems and thrives on turning a frustrated partner into a loyal advocate.

DUTIES AND RESPONSIBILITIES

INBOUND SUPPORT & TICKET MANAGEMENT

• Serve as the primary point of contact for agent and broker partners submitting support requests via email, and phone—managing a high-volume ticket queue with accuracy and urgency.
• Diagnose and resolve platform, submission, login, and workflow issues in a timely manner, ensuring partners receive clear, actionable guidance at every step.
• Document all interactions, resolutions, and escalation paths accurately in the CRM and ticketing system, maintaining clean records that support team visibility and reporting.
• Triage and escalate complex or high-priority issues to Product, or Operations teams, following defined escalation protocols and ensuring seamless handoffs.

PARTNER EXPERIENCE & RELATIONSHIP SUPPORT

• Build rapport with retail agents and broker partners through consistent, professional, and empathetic communication that reinforces confidence in the iBynd + SEMSEE platform.
• Follow up proactively on open issues, keeping partners informed of status updates and resolution timelines without waiting to be asked.
• Identify patterns in partner feedback and recurring pain points, synthesizing insights for Customer Success and Product teams to inform platform improvements.
• Contribute to maintaining and improving partner-facing support resources, including help articles, FAQs, video walkthroughs, and onboarding guides.

PLATFORM KNOWLEDGE & TRAINING SUPPORT

• Develop and maintain deep functional knowledge of the iBynd + SEMSEE platform, including submission workflows, appetite tools, quoting processes, and user account management.
• Participate in product update briefings, internal training sessions, and beta testing initiatives to stay current on platform changes and new feature releases.
• Support the delivery of partner-facing training sessions and webinars as a co-presenter or technical resource when needed.

OPERATIONS & CROSS-FUNCTIONAL COLLABORATION

• Maintain up-to-date and accurate partner records, issue logs, and resolution notes in the CRM system to support team-wide transparency and historical tracking.
• Collaborate with underwriting, operations, and product teams to resolve submission and appetite-related questions escalated on behalf of partners.
• Prepare and contribute to regular reporting on ticket volume, resolution rates, response times, and partner satisfaction metrics.
• Participate in team huddles, process improvement discussions, and initiatives that strengthen the overall support function.
• Other duties as assigned.

QUALIFICATIONS

REQUIRED

• 2+ years of experience in customer support, technical support, or a client-facing service role, with a demonstrated track record of resolving complex inquiries and managing partner or customer relationships.
• Strong verbal and written communication skills—able to explain technical concepts clearly to non-technical users and maintain a professional, helpful tone under pressure.
• Proficiency in CRM and ticketing systems (Salesforce, HubSpot, Zendesk, or equivalent) with a disciplined approach to record-keeping and follow-through.
• Exceptional attention to detail and organizational skills, with the ability to manage multiple open tickets, partner relationships, and priorities simultaneously.
• Proficiency in Google Suites, including Excel, Word, and PowerPoint (or equivalent Google Workspace tools).
• Ability to learn and navigate SaaS platforms quickly, and comfort explaining digital workflows to users with varying levels of technical proficiency.
• A genuine service orientation—committed to solving problems, following through on commitments, and leaving every partner interaction better than you found it.

PREFERRED

• Property and Casualty insurance industry experience strongly desired; familiarity with commercial lines, wholesale distribution, or the retail agent/broker community is a significant advantage.
• Experience working at or with a wholesale broker, MGA, insurtech platform, or carrier in a customer-facing support capacity.
• Familiarity with submission workflows, appetite tools, and the commercial insurance quoting process.
• Experience building or maintaining self-service support content including knowledge bases, help articles, or user guides.
• Comfort working in a fast-paced, evolving environment where products, processes, and priorities shift quickly—and the ability to adapt without losing service quality.
• Comfort navigating and explaining SaaS or digital platforms to non-technical users; prior experience in an insurtech or fintech environment a plus.

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