InsurePay · 14 hours ago
Customer Support Representative
United States
Full-time
Remote
Entry Level
2+ years expInsurePay is a fast-growing SaaS company specializing in billing and payments solutions for the property and casualty market. They are seeking a motivated Customer Support Analyst to provide exceptional support to clients, troubleshoot issues, and enhance the overall customer experience within their Pay-As-You-Go ecosystem.
BillingInsuranceInsurTechPaymentsSaaS
Responsibilities
Provide direct customer support for the unified InsurePay Pay-As-You-Go ecosystem (InsurePay, TRUPAY, and Payroll Connect) via phone, email, and chat, ensuring high-quality, timely responses to client needs
Serve as a trusted partner to our customers by building strong, credible relationships grounded in rapid issue resolution, empathy, and a customer-first mindset, driving superior client satisfaction and retention
Act as the “voice of the customer”, sharing feedback, trends, and insights with internal teams (e.g., Product, Engineering, Sales, Implementation, Marketing, Payroll Partner Coordination) to improve our products, processes, and overall customer experience
Deepen your knowledge of InsurePay’s platform offerings, the property and casualty market, the needs of agencies, carriers, MGAs, payroll providers, and policyholders, and how our Pay-As-You-Go solutions fit into their business workflows
Own customer inquiries end-to-end: log, triage, research, troubleshoot, and resolve issues; escalate when appropriate; and follow up to ensure a complete and satisfactory resolution for every case
Collaborate cross-functionally with fellow support analysts and other departments to coordinate responses, resolve recurring issues, and contribute to a seamless and consistent customer experience across all Pay-As-You-Go products
Identify and resolve complex issues by researching data, system behavior, and configurations; analyze information to determine the most effective and efficient solution; and clearly communicate findings and next steps to customers and internal stakeholders
Support Payroll Connect / InsurePay Connect workflows, including manually retrieving and processing payroll data, monitoring registration and onboarding progress, and following up with partners and customers to ensure timely completion of required steps
Work with structured data (e.g., XML, CSV, TXT files) and tools like Microsoft Excel to validate, interpret, and reconcile payroll and premium information where needed
Document knowledge and processes by contributing to internal knowledge bases, playbooks, and best practices that help scale support across the unified team and improve the consistency of our responses
Proactively identify patterns and recurring issues, recommend process or product improvements, and help drive initiatives that raise overall customer satisfaction and operational efficiency
As you grow in the role, mentor peers and new hires, sharing product knowledge, best practices, and tips for handling complex customer scenarios across our various products
Qualification
Required
Bachelor's degree or equivalent practical experience
2-3 years' of experience providing direct customer support, preferably for enterprise-level SaaS platforms or other technology products serving business customers
Demonstrated experience and comfort using technology tools and applications, including Microsoft Excel and the broader MS Office suite
Collaboration tools such as Teams, Zoom, and similar platforms
Ticketing systems like Zendesk, workflow tools such as Salesforce, Jira, and comparable systems
Basic understanding of XML, CSV, and TXT file formats and comfort working with structured data files (especially in the context of payroll or financial data)
Experience working with payroll data, insurance billing, or Pay-As-You-Go workers' compensation solutions is a strong plus
Benefits
Competitive compensation
Generous vacation policy
Full medical, dental, and vision packages
100% employer paid Life and AD&D Insurance
Optional LTD and STD coverage
100% employer paid employee assistance program
Paid Parental Leave
401(k) with company match
Company
InsurePay
InsurePay is an insuretech SaaS platform that provides pay-as-you-go, payables, reconciliation, premium refunds, and claims.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$5MKey Investors
Aquiline Technology Growth,FINTOP CapitalAquiline Technology GrowthFINTOP Capital
2022-04-06Series B
2022-01-11Series B
2021-02-17Series A· $5M
Leadership Team
Adam Beck
President and CEO
Patrick Davis
Chief Executive Officer
Recent News
2025-09-02
2022-04-18
2022-04-18
Company data provided by crunchbase