P&C Customer Success Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Become proficient in Thimble’s offerings and services.

• Facilitate the onboarding process for new brokers while providing outstanding customer service.

• Offer advice and best practices for configuring and utilizing the Thimble Broker Portal.

• Assist both new and existing clients with inquiries, addressing questions or concerns.

• Enhance conversion rates by leveraging product and insurance expertise during the purchasing process.

• Meet established Service Level Agreements for customer service inquiries.

• Deliver support to customers and brokers via email, chat, and phone.

• Act as the primary point of contact between customers and Thimble, creating a positive experience and fostering long-term relationships.

• Contribute to additional projects for the insurance and product teams.

• Collaborate with various teams and provide insights on customer and broker experiences.

• Complete training on products, policies, software, and the broker base within the first 30 days.

• Aim to respond to the majority of tickets within 60 days with team assistance.

• Take ownership of the assigned area and deliver fully proficient email and chat support within 90 days.

• Collaborate with other teams and engage in Thimble projects.

⛳️ Requirements

• A Property & Casualty Insurance license is mandatory.

• Experience in small commercial business insurance is highly desirable.

• Previous experience working with insurance brokers or agencies is preferred.

• Background in a fast-paced, high-volume support or customer service role is essential.

• Exceptional written and verbal communication skills are required.

• Highly organized with a strong focus on detail.

• Ability to adapt to changes and learn swiftly.

• Capability to manage multiple projects at once.

• Bachelor’s degree is preferred.

• Must be located on the West Coast in the Pacific Time Zone.

🏝️ Benefits

• Fully remote work environment.

• Thimble Fridays (out of office at 12:00pm local time; Success Team may follow a different schedule).

• Comprehensive health, vision, and dental insurance plans.

• 401(k) with auto enrollment and matching contributions (100% of the first 3% and 50% of the next 3%).

• 20 vacation days per year.

• 12 company-wide holidays.

• 8 floating holidays.

• 1 Volunteer Time Off day.

• Unlimited sick time.

• Fully paid parental leave for 12 weeks, plus an additional 2 weeks for a gradual return.

• Choice between a Mac or PC.

• Reimbursement for work-from-home setup costs.

• Monthly reimbursement for co-working space and/or child care expenses.

• Monthly ClassPass credit.

• Quarterly wellness reimbursement.

• Additional health and wellness perks, including One Medical, Teladoc, Talkspace, Kindbody, and Health Advocate.

• Virtual events, happy hours, trivia, and other fun activities.