[Remote] Customer Success Specialist (Remote)
Note: The job is a remote job and is open to candidates in USA. PolicyMe is a Toronto-based startup on a mission to modernize insurance, making it simpler and more accessible. They are seeking a Customer Success Specialist to support customers and the Advisor Team throughout the life insurance journey, ensuring an exceptional customer experience.
Responsibilities
- Manage a caseload of in-progress applications through the underwriting process
- Navigate tools like HubSpot and Front to complete daily task queues
- Coordinate and follow up on medical exam bookings with vendors and clients
- Order and track underwriting requirements (e.g. APS, MVRs)
- Handle inbound calls and respond to client emails
- Track missed payments and help clients update billing info
- Report underwriting decisions to the Medical Information Bureau (MIB)
- Process policy change requests (address updates, beneficiary changes)
- Maintain accurate records and submit the weekly MIB report
- Collaborate cross-functionally with Advisors, QA, Sales, and Customer Service
- Offer feedback and participate in process/tooling improvement discussions
Skills
- 1–2 years of experience in insurance, customer service, or call center roles
- Strong verbal and written communication in English
- Comfortable using multiple systems and learning new tools quickly
- Excellent attention to detail and ability to multitask in a fast-paced environment
- Empathy, patience, and a natural drive to go above and beyond for customers
- Integrity and reliability - someone who takes pride in doing things right
- A proactive mindset and openness to giving and receiving feedback
Benefits
- Generous PTO - 20 vacation days
- A comprehensive benefits plan with premiums paid in full by PolicyMe
- Investment in your professional development, including an L&D budget, AI tooling budget, performance reviews twice a year and ongoing feedback to ensure you reach your highest potential
- Option to work from home or our Toronto-based office (bonus: we cover the costs to bring all our employees in-person twice a year for experiential socials!)
- Access to stock options based on performance
Company Overview