Customer Experience Associate

Role overview A fully remote customer support role with a digital life insurance provider, serving customers who are navigating application, underwriting, and policy questions. The position blends frontline service with internal advocacy, helping shape the customer journey from the inside out.

Responsibilities - Deliver empathetic, high-quality support that educates consumers about life insurance products and the company's digital experience - Respond to inbound inquiries across email and phone channels, meeting timeliness and accuracy standards - Act as the customer's voice inside the organization, partnering with product, operations, and underwriting stakeholders to remove friction - Coordinate with underwriting and other business teams to help customers complete application requirements - Identify recurring pain points and proactively suggest improvements to processes, content, and tooling - Maintain ownership of each customer issue from first contact through resolution

Requirements - Two or more years in a customer-facing role, ideally inside a technology or technical product environment - Demonstrated experience providing email and/or phone support on a structured shift schedule - Startup-style adaptability and comfort with shifting priorities - Strong emotional intelligence and a genuine focus on customer outcomes - Track record of owning issues end-to-end and solving them with the customer's underlying need in mind - Openness to feedback and a personal commitment to continuous improvement - Clear written and verbal communication, plus strong collaboration instincts

Benefits and work setup - Remote within Colorado, Iowa, Kansas, Minnesota, Texas, or Wisconsin, working 8:00 am to 5:00 pm Central or Mountain time - Base pay of $22.31 to $27.84 per hour, plus equity, with variation based on location, experience, and skills - Medical, dental, and vision coverage for employees and dependents - Flexible paid time off, including a week-long winter holiday closure - 401(k) plan with up to a 4% employer match - Stock option participation - Monthly wellness stipend and a one-time plus ongoing work-from-home stipend - Ten weeks of paid parental leave for birthing, adoptive, and foster parents - Virtual company-wide events and an equal opportunity, inclusive workplace - Note: visa sponsorship and transfers are not currently supported for this role