Customer Experience Representative

About the job

As a Customer Experience Representative (CXR), your role is to provide exceptional support to Loadsure’s customers and internal users on the portal and other Loadsure systems providing an enhanced customer experience.

You will be highly organised and comfortable building relationships and working with all levels of the firm. Stakeholder management and communication will be vital to the success of the role.

This position requires a self-driven, high-energy, professional who’s passionate about disrupting an industry and wants to be rewarded for their performance and contributions.

We believe that with a growth mindset, tech-first innovation, and focused execution, anything is possible. We value others’ insights and ideas to build a collaborative, entrepreneurial, and lighthearted environment.

Key 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.

Core Competencies and Skills;

• Excellent communication skills and proven ability to forge and maintain relationships with clients
• Solutions focused attitude to resolve any challenges
• Excellent organisational skills – ability to provide the client with clear and accurate agendas, status reports and updates on request
• Answer any queries regarding customer policies in a compliant and timely manner
• Ability to produce high quality documentation.
• Proven attention to detail/extreme precision about the content of requirements of documents, weekly reports and status updates.
• The ability to work within an unstructured environment and without clear guidance.

Skills and Qualifications;

Essential;

• 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

Desirable;

• 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+)