Customer Success Representative (CSR)

Location:RemoteSchedule:Monday – Friday, 9:00 AM – 5:00 PM CSTReports to:Team Lead & Director

The Opportunity

Our client specializes in innovative, comprehensive insurance solutions for jewelry, watches, weddings, and special events. Backed by an AM Best A+ rated carrier, they protect life’s most meaningful moments—offering up to 125% of appraised value with $0 deductibles against loss, theft, and damage worldwide.

Because they insure items with immense sentimental value, the Customer Service team does more than handle tickets. They provide a white-glove experience that blends deep empathy with high-speed problem solving. Our client is seeking two high-performing Customer Success Representatives to join their fast-paced team and manage the intersection of four distinct business verticals.

Who You Are

The Air Traffic ControllerYou can pivot instantly between four different business models: Direct-to-Consumer, B2B Jeweler systems, Claims, and Event Insurance. You stay composed under pressure and perform at a high level when demands increase.

Empathetic and ProfessionalYou understand that behind every call is a cherished item or a major life event. You lead with patience, empathy, and a proactive mindset to provide peace of mind.

An AI-Forward ThinkerOur client leverages AI support to help direct callers and increase efficiency. You are comfortable working alongside modern technology to improve response times and service quality.

High-Capacity OperatorYou thrive in environments where intensity fluctuates. You have the stamina for high-volume inbound days and the discipline to stay productive during quieter periods.

What You Will Own

Multi-Channel CommunicationEngage with customers and jeweler partners across multiple channels to resolve inquiries, address concerns, and enhance the overall experience.

Vertical MasteryDevelop a deep understanding of the four business units to provide precise and informed assistance, whether supporting a professional jeweler or a first-time insurance customer.

Problem ResolutionServe as the primary point of contact for complaints and billing inquiries, ensuring every response is timely, accurate, and solution oriented.

Collaborative SupportPartner closely with leadership to strengthen reporting, tracking, and customer feedback systems.

Qualifications

Experience3 to 5 years in a high-intensity Customer Success or Support role. Experience in Insurance, Billing, or the Jewelry industry is a strong advantage.

EducationCollege degree required.

Cognitive AgilityDemonstrated ability to quickly learn and navigate complex, multi-layered business processes.

Technical ProficiencyComfortable using modern CRM platforms, attribution and data systems, and AI-assisted support workflows.

LocationThis is a fully remote role operating on a CST schedule (9:00 AM to 5:00 PM).

Why Join?

A+ StandardsWork with a company backed by top-tier carriers known for protecting against unforeseen events.

Dynamic TeamJoin a youthful, high-energy team that values passion, ownership, and strong work ethic.

Competitive and FlexibleRemote flexibility and a competitive compensation structure, with openness to adjust the budget for exceptional candidates who stand out in the interview process.