Support Specialist

Role overview

Provide front-line technical support to customers using a complex software product for insurance operations. You’ll take issues from first report through investigation and resolution, explain fixes with clarity and empathy, and coordinate with internal teams when a problem requires escalation. Alongside the support queue, you’ll monitor automated system runs, identify recurring problems, and help improve the support process and self-service resources.

Responsibilities

- Respond to customer inquiries promptly and professionally, maintaining clear ownership through resolution. - Manage support tickets by setting expectations, sharing timely updates, and ensuring issues are closed out. - Investigate technical problems, diagnose likely causes, and explain solutions in accessible language. - Monitor customers’ automated processes and proactively flag failures or emerging issues. - Share customer feedback and actionable bug reports with product, engineering, implementation, and customer success teams. - Contribute to support improvements, knowledge articles, incident coordination, and analysis of ticket patterns.

Requirements

- At least three years of direct customer support experience. - Experience supporting a technically complex product and curiosity about how its features work. - Understanding of AI and automation technologies. - Strong written and verbal communication, patience, and a customer-focused approach. - Availability to work standard hours aligned with 9 a.m.–6 p.m. Pacific time, or based on the West Coast.

Nice to have

- Experience with insurance or brokerage workflows. - Knowledge base writing, ticket reporting, or support process improvement experience.

Benefits and work setup

- Base pay range of CAD $60,000–$80,000, depending on experience and stock option choice. - Stock options, health benefits including a lifestyle spending account, and four weeks of paid vacation. - Option to work from anywhere in the world for up to 60 days per year.