Customer Experience Specialist II

TL;DR

Customer Experience Specialist II (Insurance/SaaS): Managing complex customer inquiries, de-escalations, and cross-functional support operations with an accent on insurance policy services and billing workflows. Focus on mentoring new team members, optimizing support processes in Zendesk, and maintaining high quality and productivity benchmarks.

Location: Must be based in Georgia, Ohio, Pennsylvania, Tennessee, or Texas

Salary: $20–$27/hour ($3,466–$4,680/month)

Company

hirify.global is a data-driven Insurtech powerhouse combining insurance expertise with advanced technology to streamline commercial insurance distribution.

What you will do

• Handle complex customer inquiries and account-level issues via phone, email, and chat.
• Collaborate cross-functionally with Underwriting, Accounting, and Tech teams to resolve escalated issues.
• Mentor new hires through side-by-side training and ticket reviews.
• Identify and implement process improvements within the knowledge base and Zendesk.
• Maintain compliance and quality standards across Sales, Policy Services, and Billing support functions.

Requirements

• Must reside in Georgia, Ohio, Pennsylvania, Tennessee, or Texas.
• Must be legally authorized to work in the United States.
• 2+ years of experience in customer service, call center, or support roles.
• Proficiency with ticket management systems like Zendesk.
• Dedicated, private home office with high-speed hardwired internet connection.
• Strong problem-solving, critical thinking, and communication skills.

Nice to have

• Bachelor’s degree.
• Experience in P&C commercial insurance (CSR, Agent, MGA, or Carrier).
• Bilingual proficiency in Spanish.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance with company-contributed HSA.
• 401(k) plan with company match.
• Employee Ownership Program and professional development opportunities.
• Work-from-home reimbursement and emergency financial assistance program.
• 11 company-paid holidays and flexible time-off programs.