Customer Support Representative

Pathpoint is building the modern distribution infrastructure for the $120B E&S insurance market. Today, more than 20% of commercial insurance business is placed into the E&S market, yet agents, brokers, and carriers rely on analog, inefficient, and imprecise systems, paperwork, and tools in order to transact. Pathpoint is the only wholesale distribution platform that use technology to connect carriers and agents around the country, streamlining and automating submissions, underwriting, binding, compliance, payments, and service more through technology and and people. All brought to you by a team committed to raising the bar in E&S insurance.(Learn more)

We are a fully distributed team that values our teammates working where they’re most safe and productive. We seek candidates who see this world as an opportunity to craft new best practices and build a remote-first culture that doesn’t just survive, but thrives.

As a critical member of our Customer Support team, you will be collaborating with customers to help them answer their questions and resolve inquiries, to enable our goal of making access and attainment of E&S insurance frictionless. You will work closely with operations, product, design, and our users to discover and resolve problems for our customer ecosystem.

What you'll contribute to…

• Monitoring and respond to inquiries our agents chat with us within our web application. Inquiries may range from how to conduct certain activities within our software to whether their business is within our product appetite capacity
• Maintain and help develop user guidance documentation to enable our agents to self-service inquiries in the future
• Provide transparency of outstanding bugs/feature requests/support requests to both internal and external customer stakeholders
• Manage high priority customer support cases and work with Underwriting Operations/Sales/Eng/PM teams towards a resolution
• Excellent critical thinking skills
• Reduce churn and increase customer satisfaction

What we look for...

• 2+ years experience in a customer facing role at a technology company.
• Working hours Monday - Friday eastern standard time. Two shifts available: 8 AM - 4 PM Eastern; 12 PM - 8 PM Eastern
• Excellent written and verbal communication skills.
• Empathy for customers, the passion to enable better outcomes for them.
• Experience working and collaborating with diverse teams in a dynamic, rapid growth environment.
• Familiarity with small commercial business insurance products is a plus.