Job Description:

We're seeking a Customer Experience Agent to support our customers and serve as the face of our brand. This is a fully remote position.

Responsibilities:
- Respond to customer queries via chat, email, and phone promptly and accurately.
- Assist customers in utilizing specific features and addressing their needs.
- Analyze and report product malfunctions, conducting tests and simulations.
- Update internal databases with technical issue details and customer interactions.
- Monitor and address customer complaints, offering assistance as needed.
- Collaborate with cross-functional teams to share feature requests and effective solutions.
- Educate customers about new features and functionalities.
- Follow up with customers to ensure the resolution of their issues.
- Gather customer feedback and communicate it to the Product, Sales, and Marketing teams.
- Support training of junior Customer Support Representatives.
- Utilize internal knowledge base for efficient responses.
- Familiarity with service technology for handling customer requests.
- Experience in a high-volume transaction environment.

Requirements:
- Proficiency in Zendesk (live chat experience preferred).
- Strong written and verbal communication skills, including phone support.
- Exceptional interpersonal skills, both in casual conversation and high-pressure situations.
- Thrives in dynamic environments and embraces growth and new responsibilities.
- Collaborative team player opens to feedback for the team's success.
- Excellent attention to detail, organization, and task focus.
- Adaptability to industry disruptions and process changes.
- Insurance Licensing: Expected to study for the P&C Licensing course within the first two weeks.