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