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Customer Support Specialist

Tint.ai

Tint.ai

Customer Service
United States · Remote
Posted on Thursday, May 30, 2024

About Tint

Tint enables SaaS platforms and marketplaces to unlock growth and improve profitability through embedded insurance and protection programs. We offer plug-and-play and white-labeled integrations, equipping brands we partner with a sophisticated mix of technology infrastructure, services, and deep industry expertise. We are on a mission to transform insurance from a product bought separately to a feature of brands consumers love.

Happy Tint customers include Deel, uShip, Guesty, Neighbor, BabyQuip, and CitizenShipper, among others.

We've raised $30M and are backed by world-class investors such as Y Combinator, QED, Deciens, Nyca, Plug and Play, WIN, Soma Capital, and Pioneer Fund.

About the Role

As one of Tint’s first Customer Support hires, you will have the unique opportunity to be a founding member of the Customer Support function at a company that values Customers First: We start with the point of view of the customer in everything we do. When in doubt, we do what is best for them.

This role requires exceptional relationship building, organizational skills, attention to detail, and the ability to handle sensitive and confidential information with utmost discretion.

What You Will do at Tint

  • Front Line Customer Support:
    • Provide customers with accurate, valid, and complete information.
    • Respond to, route, and resolve customer inquiries in a friendly, prompt, and professional manner, properly documenting all customer interactions in the CRM.
    • Escalate issues to the appropriate internal teams for further investigation and resolution.
  • Customer Feedback:
    • Collect feedback from customers and file feature/bug tickets on customer’s behalf for product and engineering teams to consider.
    • Follow up with customers to ensure their issues are resolved and gather feedback on their experience.
    • Advocate for the customer by providing insights and feedback to internal teams to enhance the customer experience.
  • Operational Support:
    • Maintain a thorough understanding of company products, services, and policies to provide accurate information to customers.
    • Identify anomalies/new issues arising from the product and proactively flag them to the right team.
    • Work with the operations team to ensure that our customer service tools (phone, email, web portal) are kept up to date.
    • Assist in the development and implementation of customer service policies and procedures.

Schedule

This is a full-time, fully-remote position. The schedule is 9a - 5p PT, Monday - Friday.

What We’re Looking For

  • 3+ years of customer support experience
  • 1+ years supporting the insurance industry
  • Excellent verbal and written communication skills
  • Proven phone contact handling and active listening skills
  • Strong analytical and problem-solving skills

Bonus Points For

  • P&C License
  • Bilingual (Spanish)

Why Tint?

Tint isn’t just focused on transforming the entire insurance industry - we have ambitious goals, value merit and open communication, celebrating diversity and unique ideas. At Tint, we support your personal and professional growth by offering the below benefits:

  • Flexible Working. To support flexible working, we’ll give you a stipend to get your home office dialed in and we’ll also reimburse you for co-working space memberships.
  • Flexible Time Off. We have flexible vacation time. Use it when you need to recharge!
  • Competitive Compensation. In addition to a competitive salary, you’ll receive equity as part of your offer. We’re all owners - when Tint succeeds, we all succeed! We also help you maximize your money by offering an FSA and a 401(k).
  • Comprehensive Healthcare. Tint covers 100% of employee premiums for medical, vision and dental.
  • Company Retreats to Exciting Locations. We meet in person as a company twice a year to make sure we have time to connect in real life and get to have those conversations that are better done in person. These retreats are a mix of business and fun and we always choose a cool, central-ish location - think Barcelona, Playa del Carmen, Mallorca, New Orleans… Add on a few days of your flexible time off and you’ve *almost* got a free vacation somewhere cool!

Location

This role is fully remote, however our ideal candidate is located in the US and does not require employer visa support now or in the future. At this time, Tint is unable to consider candidates who require any sort of employer visa sponsorship.

Pay Transparency

It is Tint’s intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of Tint’s compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization.

The base salary range for this position in the United States is $50,000 - $60,000. The total compensation package for this position includes an equity package as well as the benefits listed below. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

Resources

We are committed to building a diverse and inclusive company. We welcome people of different backgrounds, experiences, abilities, and perspectives. We seek to create a culture where everyone can belong because we believe that people do their best work when they can show up daily as their authentic selves.

Tint is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics.

Tint considers qualified applicants with criminal histories consistent with federal, state, local, and international law. In our job application procedures, Tint is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. Please let your recruiter know if you need assistance or accommodation due to a disability.