Loadsure · 2 days ago
Customer Experience Representative
United States
Full-time
Remote
New Grad, Entry Level
$40K/yr - $40K/yrLoadsure is an innovative company focused on transforming the cargo insurance industry through technology. The Customer Experience Representative will provide exceptional support to customers and internal users, troubleshoot issues, and enhance the overall customer experience.
Artificial Intelligence (AI)Financial ServicesInsuranceInsurTech
Hiring Manager
Gregory Franzel
Responsibilities
Provide the first line of support to customer inquiries related to systems, consulting with users on issues reported through Loadsure support email
Troubleshoot issues with the portals and client integrations in order to not just resolve the issue but determine root cause and corrective action to prevent similar issues in the future
Assist the Insurance Office with other administrative insurance or billing related customer support cases
Conduct systems testing to identify and assist with resolving issues, identify root causes, potential solutions, as well as the testing of new features pre and post release
Escalate issues to other departments as needed (Engineering, Underwriting, Relationship Management, Compliance, Claims, etc) and coordinate responses to resolve customer inquiries related to both technology and business needs
Build out support systems documentation and processes (flow charts, manuals, knowledge base, frequently asked questions, troubleshooting steps, etc)
Implement and improve ticketing systems; track and drive improvement in various metrics/Key Performance Indicators established with leadership
Survey and track progress on improving client satisfaction
Assist with the implementation of new clients and rate card updates on portals and through integrations
Assist with Application Programming Interface (API) questions and troubleshoot issues to expedite go-live timelines
Compile, analyse, and process coverage for batches of customer shipments via spreadsheet reporter process
Assist with additional ad-hoc tasks/projects as assigned by the Customer Experience (CX) Technology Administrator or the Head of Technology and Delivery
Ability to work primarily within the US Eastern time zone with ability to flex into other US and European time zones as-needed for company and customer needs
Other customer service related duties as assigned
Qualification
Required
Strong communication skills via phone and email
Familiarity with general IT support/troubleshooting including networking, databases, and connected/related systems
Ability to coordinate with Engineering and Business teams/departments to resolve a variety of issues
Familiarity with CRM systems and help desk/ticketing software such as Salesforce
Familiarity with project/task management systems such as Monday.com and Jira
Excellent time management and organisational skills
Comfortable dealing with internal and external senior representatives
Eagerness and willingness to learn
Accuracy and attention to detail
Self-starter and takes initiative
Effective listening, strong verbal and written communications skills (including grammar)
Must have outstanding interpersonal and problem solving skills
Proficiency with business tools such as Google Docs, Sheets, and Slides and/or Microsoft Word, Excel, and PowerPoint
High level of English proficiency is required
Preferred
Understanding of insurance and insurance distribution
Enthusiastic about emerging technology and Insurtech
Google Workspace
Integration experience (REST-based APIs, JSON, Postman)
Customer support experience at an in-depth tier/level (tier 2+)
Benefits
Competitive salary
Fantastic company stock options
Remote working with great flexibility
25 annual leave days, in addition to our recognised national holidays
Enhanced maternity/paternity/adoption/shared parental leave
Birthday day off
Subsidised gym/wellbeing membership
Strong healthcare coverage for employees and their families
A culture of work-life balance
A community that gives back
Engaging and collaborative work environment
An exciting opportunity to work with a talented team that’s passionate about what they do and believes in their product and people
Career development opportunities
Online learning platform
Company
Loadsure
Using data, AI and human-centric tech to analyse risk, deliver accurately-priced freight insurance and transparent, automated claims
Founded in 2018
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$12.36MKey Investors
Tokio Marine KilnMMC VenturesInsurtech NY
2023-01-04Corporate Round
2022-03-10Series A· $11M
2021-03-12Grant
Leadership Team
Damith Chandrasekara
CTO & Co Founder
Recent News
EIN Presswire
2025-12-16
EIN Presswire
2025-09-17
FinTech Global
2025-06-21
Company data provided by crunchbase