Customer Success Associate

Job Description

Hourly, Inc. is seeking an energetic and customer-focused individual to join our team as a Customer Success Associate specializing in insurance. As part of our computer software company, you'll work with our insurance clients to help them succeed. You will be responsible for providing first-class support on our insurance software products and collaborating with our product development team to ensure customer satisfaction. Our ideal candidate will be able to handle a high volume of customer inquiries, provide insightful product feedback, and understand the customers' needs to provide comprehensive service.

Responsibilities

• Provide exceptional customer support to payroll clients via phone, email, and chat
• Gather, enter, organize, and manage migration and onboarding data accurately
• Manage customer accounts and ensure timely onboarding through the customer success program
• Maintain detailed and accurate records of customer interactions, delivering data-driven insights to support business decisions
• Perform initial troubleshooting and triage of customer issues, escalating complex cases when necessary
• Proactively identify and resolve potential customer concerns before they escalate
• Develop and maintain expert knowledge of Hourly’s software products, payroll processes, and the insurance industry
• Support and process U.S.-based payroll operations with accuracy and attention to compliance requirements
• Communicate clearly, professionally, and effectively in both written and spoken English across all customer interactions
• Build strong client relationships by delivering a positive, solution-oriented customer experience
• Collaborate cross-functionally with internal teams to ensure customer success and satisfaction throughout the client lifecycle

Requirements

• 1+ years of experience in customer service or customer success in the insurance industry
• Excellent written and verbal communication skills
• Demonstrated ability to work in a fast-paced environment while handling a high volume of customer inquiries
• Strong organizational and time-management skills
• Knowledge of insurance software, specifically claims management, underwriting, or rating
• Ability to identify customer needs and proactively address concerns
• Willingness to work PST
• Autonomy
• Proactivity
• Advanced English proficiency
• Excel and G-Suit

Benefits

• Full-time Colombian contract + prestaciones
• Fully remote position
• Prepaid healthcare plan
• Bonus for every referral that joins the company
• Academic plans