(East Region) Licensed Customer Success Representative

Thimble

1d • Remote

About The Position

Thimble is seeking a motivated Customer Success Representative to add to our team, located on the East Coast (EST time zone). In this role, you will provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services. This role also includes assisting prospective customers with insurance and underwriting questions related to our appetite and binding policies on our platform.
The ideal Customer Service Representative can handle a high volume of emails and chats, and seeks to create a positive experience for each customer. Listening to clients to understand the reason for their support request, addressing all questions or complaints, and providing accurate and efficient responses are all key parts of success for this role.

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

Requirements

• An active Property & Casualty Insurance license is required
• Experience in a fast-paced, high-volume support environment
• Flexible and willing to work with all teams in the company to meet our values
• Excellent written and oral communication skills
• Highly organized with ruthless attention to detail
• Ability to adapt to changes and learn quickly

Nice To Haves

• Small commercial business insurance experience highly preferred
• Bachelor’s degree preferred

Responsibilities

• 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.
• Work with internal teams by providing customer success feedback and user experience data.
• Aid existing customers with policy modifications and examine coverage options.
• Meet defined Service Level Agreements for assisting new and existing customers with service requests.
• Provide excellent customer support and assistance via email, chat, and phone.
• Dedicated to helping the customer succeed at all costs; you are the front line between the customer and Thimble - we want to leave a positive impression and develop a relationship that keeps the customer happy.
• Assist with side projects as needed for the insurance and product teams.

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!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level