[Hiring] P&C Customer Success Representative @Thimble

Role Description

Thimble is seeking a licensed P&C Customer Success Representative to add to our team, located on the West Coast (Pacific Time Zone). In this role, you will provide outstanding service to our customers and brokers by:

• Answering questions, handling complaints, and troubleshooting problems.
• Assisting prospective customers with insurance and underwriting questions related to our appetite and binding policies on our platform.
• Providing broker sales support, including new broker onboarding and ongoing broker relationships.

The ideal Customer Service Representative can handle a high volume of emails and chats, and seeks to create a positive experience for each customer by:

• Listening to understand the reason for their support request.
• Addressing all questions or complaints.
• Providing accurate and efficient responses.

Please note: Our Thimble Fridays benefit (out of office at 12:00pm local time) is subject to a different day for the Success Team.

Qualifications

• A Property & Casualty Insurance license is required.
• Small commercial business insurance experience is highly preferred.
• Prior work with insurance brokers or agencies.
• Experience in a fast-paced, high-volume support or customer service environment.
• Excellent written and oral communication skills.
• Highly organized with ruthless attention to detail.
• Ability to adapt to changes and learn quickly.
• Ability to manage multiple projects simultaneously.
• Bachelor’s degree preferred.

Requirements

• Become an expert with Thimble’s products and services.
• Support the onboarding process for new brokers while delivering excellent customer service.
• Provide guidance and best practices on configuring and utilizing the Thimble Broker Portal.
• Assist new and existing customers through all of their inquiries and help them find a resolution to any questions or issues they may have.
• Help increase conversion by bringing valued product and insurance knowledge to the purchase experience for new customers.
• Meet defined Service Level Agreements for assisting new and existing customers with service requests.
• Provide excellent customer and broker support and assistance via email, chat, and phone.
• Dedicated to helping the customer at all costs; you are the front line between the customer and Thimble.
• Assist with side projects as needed for the insurance and product teams.
• Collaborate with other teams to provide feedback on customer and broker experiences.

Benefits

• Fully remote company.
• Thimble Fridays! (out of office at 12:00pm local time).
• Comprehensive health, vision, and dental coverage.
• 401(k) auto enrollment and matching (100% of the first 3% and 50% of the next 3%).
• PTO: 20 days vacation + 12 company-wide holidays + 8 floating days + 1 VTO (Volunteer Time Off) + unlimited sick time.
• Parental Leave: 100% paid 12 weeks + 2 weeks gradual return.
• Computer choice of Mac or PC.
• Work from home setup reimbursement.
• Monthly co-working space and/or child care reimbursement.
• Monthly ClassPass credit.
• Quarterly wellness reimbursement.
• Other health & wellness perks including: One Medical, Teladoc, Talkspace, Kindbody, and Health Advocate.
• Virtual events, happy hours, trivia, and fun!