This is a remote position.

Manager, User Support

Certificial is transforming how businesses and their Suppliers share insurance coverage information by moving from point-in-time documents to real-time data. We’re a fast-growing InsurTech in search of a Manager, User Support to add to our growing team.

As Manager, User Support, you are a hands-on, customer-obsessed leader who ensures our User Support Team delivers a consistently high-quality customer experience. You’ll manage daily operations, coach team members, and drive improvements in efficiency and service while embracing innovation, including AI-powered tools, to streamline processes and scale support for our growing customer base.

What you’ll do:

• Manage the team’s day-to-day operations, workload, and scheduling to meet service level expectations
  

• Monitor ticketing systems and key metrics to identify trends, resolve issues, and improve processes
  

• Provide coaching, feedback, and development opportunities to build a knowledgeable and engaged team of Certificial experts
  

• Handle complex or escalated issues with professionalism and problem-solving skills
  

• Leverage AI/automation to streamline workflows, surface insights, and scale team capacity without sacrificing quality
  

• Partner with Customer Success and Product teams to share insights and feedback
  

• Manage hiring, onboarding, and training new User Support Specialists
  

• Evaluate and adopt AI/automation tools to reduce ticket volume, improve efficiency, and enhance product experience
  

• Document and refine support processes to ensure efficiency, consistency, scalability, and effective use of new technologies
  

• Manage the productivity, metrics, and success of offshore support resources.
  

Other Functions:

• Ability to plan schedules and organize workload to meet deadlines with a sense of urgency
  

• Work cross-functionally with other teams
  

• Adhere to company policies, procedures, and guidelines
  

• Other duties as assigned
  

What you’ll bring:

• BA/BS degree or equivalent work experience
  

• 4+ years of experience in customer support, with at least 2+ years in a people-management role
  

• Proven success managing a high-volume support function in a SaaS environment
  

• Strong communication skills, both written and verbal, with the ability to de-escalate challenging situations
  

• Comfort using support tools, ticketing systems, and metrics to guide performance
  

• Willingness to adopt and train others on emerging technologies, including AI-powered support tools
  

• A collaborative, hands-on approach with focus on developing people and improving the customer experience
  

• InsurTech or startup experience a plus
  

Compensation:

• This role will receive a competitive base salary, bonus, benefits, and options. The base salary range for US-based employees is $80,000 - $120,000.
  

• Various factors are considered when determining someone's leveling and compensation, including a candidate's professional background and experience. These numbers may be modified, and final offer amounts may vary from those listed above. Please continue to apply if you are unsure that you fit into our compensation structure.
  

Perks and Benefits:

• Health, dental, and vision insurance
  

• No waiting period for enrollment
  

• 401(k) with company match
  

• Employer-paid STD/LTD
  

• Unlimited PTO & Paid Holidays
  

• Employee Assistance Program
  

• Special employee discounts
  

• Virtual team-building activities
  

About us:

Certificial uses real-time data to ensure businesses have continuous, compliant insurance coverage. We combine certificate issuance and compliance management into one simple platform, eliminating risk, ensuring compliance, and reducing costs for every stakeholder in the COI process - Insureds, Agents & Brokers, and Requestors. This is our Smart COI Network.

Employment at Certificial is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.