Sure

Platform Support Associate

Remote

Full Time

#Product

#Technical Support

#Communication

#Management

#Customer Satisfaction

#Product Knowledge

#Process Improvement

#Documentation

#Data Analytics

Sure is looking for a Platform Support Associate

Full Time Senior Remote Product Technical Support Communication Management Customer Satisfaction Product Knowledge Process Improvement Documentation Data Analytics English Remote work Medical insurance Dental insurance Vision insurance 401k

Join a leading insurtech company that is unlocking the potential of digital insurance to help everyone protect what matters most! Are you up for the challenge?

Sure was founded in 2015 and is the digital insurance platform that empowers brands and carriers to distribute products quickly. Our solutions reach and engage customers wherever they are on their journey. We are on a mission to provide a hassle-free way to buy insurance anywhere by powering insurance carriers and brands with our SaaS platform. Together we are building products that make digital insurance accessible to all.

🤝 Culture is everything. Join an incredible team of smart, passionate, collaborative and driven individuals. We empower our teams and promote autonomy and independence wherever we can.

🌐 We are remote first. We work from home and we love it!

🏆 Strive for greatness. We’ve been named 13th Fastest Growing Company by Deloitte Technology Fast 500, Best Place to Work in 2023 by Built In and recognized for Transforming the Global Insurance Industry by InsurTech 100.

💰Funding. In October 2021, we raised $100M in our Series C with a $550M valuation.

We’re growing!

As a Platform Support Associate at Sure, you will be instrumental in ensuring that our enterprise partners receive top-notch support and assistance. This role requires strong attention to detail, exceptional organizational skills, and the ability to excel in a fast-paced environment. Platform Customer Success Associates are integral in supporting Sure's enterprise partners, as well as collaborating with Product Management, Project Management, Quality Assurance and Engineering teams to ensure prompt and effective resolution of requests, maintaining Sure's high standard of customer care.

What you'll be doing:

Client Support: Provide technical support to partners, addressing their inquiries and resolving technical issues related to our products and services.

Communication: Communicate with partners via support systems, email, and other channels to understand their needs and provide assistance. Collaborate with internal teams to communicate partner issues and requests effectively.

Service Level Agreements (SLAs): Adhere to service level agreements (SLAs) by being available to respond to partner inquiries within specified timeframes and ensuring timely resolution of issues.

Partner Feedback: Serve as a liaison between clients and the product team, gathering feedback and insights to inform product development and enhancements.

Issue Escalation: Escalate complex technical issues to the appropriate internal teams, such as the technical or product development team, for further investigation and resolution.

Collaboration: Work closely with cross-functional teams, including Product Management, Project Management, Quality Assurance and Engineering, to address partner needs and ensure seamless communication and resolution of technical issues.

Support Reporting: Craft support reports by collecting, analyzing, and summarizing support tickets and requests, providing insights into trends and areas for improvement.

Ticket Management: Manage support tickets and requests by documenting, validating, and updating information as needed, ensuring accurate and thorough record-keeping.

Customer Satisfaction: Maintain a positive, empathetic, and professional attitude toward partners at all times, striving to ensure their satisfaction with our products and services.

Product Knowledge: Develop a deep understanding of our products and services to effectively address partner inquiries and provide accurate information and assistance.

Product Monitoring: Identify potential issues before they arise by monitoring partner usage and performance, and proactively reach out to provide support or resources.

Process Improvement: Provide feedback on the efficiency of the customer service process and suggest improvements to enhance the partner experience.

Training and Onboarding (UAT Kickoffs / New Partner Onboarding): Assist in the onboarding process of new partners by providing training and resources to ensure a smooth integration with our products and services.

Documentation: Create and maintain detailed documentation for common technical issues and resolutions to help streamline support processes and improve efficiency.

What we're looking for:

Bachelor's degree in a related field or equivalent experience.

Previous experience in technical customer support or a similar role preferred.

Strong technical aptitude and ability to troubleshoot technical issues effectively.

Excellent communication skills, both written and verbal.

Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Empathetic and customer-focused attitude with a commitment to providing exceptional service.

Familiarity with support ticketing systems, data analytics and customer relationship management (CRM) software is a plus.

Experience in preparing support reports by collecting, analyzing, and summarizing support tickets and requests, providing insights into trends and areas for improvement.

What we do for you:

Unlimited PTO… no really, we want you to take it!

Mental Health Breaks - company provided meditation app and a weekly wellness hour

WFH stipend to help you work your best while being remote

Countless Medical, Dental and Vision plans … we are an insurtech company after all!

Equity and 401K

Generous parental leave

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

For more information, visit https://www.sureapp.com/. Follow @SureHQ on Twitter, Facebook and Instagram.

Employment at Sure is contingent upon a satisfactory verification of a general and criminal background check and education and employment verification. Upon an offer of employment, all prospective employees may be required to complete an employment application. Any background verifications will be obtained with written consent from the individual.

Sure

8 views

2 applied

Company Size

501-1000

Markets

Financial Services

Insurtech

Insurance Technology

Visit Sure

Share this job

Copy Permalink

Open roles at Sure

Sure

Senior Engineer, Payments

Remote

Full Time

#Engineering

#Python

#Ruby

#Java

#Go

#Django

#AWS

#PCI Compliance

#Payment Processing

#API Development

#Data

Sure

QA Engineer

Remote

Full Time

#Engineering

#Manual Testing

#Automation Testing

#UI

#TestRail

#Jira

#Postman

#Splunk

Sure

VP of Sales, Enterprise

Remote

Full Time

#Enterprise Sales

#Partnerships

#Fintech

#SaaS Solutions

#B2B Products

Discover similar jobs

Recruiter Society

Talent Acquisition Specialist

Remote

Full Time

#Human Resources

#Recruiting

#Sourcing

#Interviewing

#Communication

#Relationship Building

Truv

Lead Product Manager, Consumer Product

Remote

Full Time

#Product

#Fintech

#Product Management

#User Testing

#Testing

#Data Analysis

#Stakeholder Management

#Compliance

#Technology

AIP Connect

Associate Recruitment Specialist

Remote

Full Time

#Human Resources

#Recruitment

#Talent Acquisition

#LinkedIn Recruiter

#Search

#Management

#Talent Sourcing

#Outreach

#Data Analysis

Glooko

Strategic Account Director

Remote

Full Time

#Sales

#Enterprise Sales

#Integration

#Management

#HL7 FHIR

#RFP

#Relationship Building

#Data

#Problem Solving

Planner 5D

AI Moderator

Remote

Contractor

#Product

#Support

#AI

#Attention To Detail

#Research

#English

uConnect

VP of Product and Partnerships

Remote

Full Time

#Product Management

#Education

#Edtech

#Roadmap Planning

#Customer Research

#Partnerships

#Product

#Data Architecture

#Monetization

#Jira

#Figma

#Agile Development

AmberStudent

Sales Associate

Remote

Full Time

#Sales

#Communication

#Customer Service

#Closing

#WhatsApp

#Email

Farfetch

Freelance Translator Product Information

Remote

Contractor

#Operations

#Product

#Translation

#Management

#Localization

#SEO Optimization

Jump

Product Manager & Designer

Remote

Full Time

#Product Management

#Design

#Tech

#Product Strategy

#Product Design

#Engagement

#Ticketing Systems

#Management

#Operations

#Customer Empathy

Fanatee

Editor Dutch

BE, EU

Remote

Part Time

#Gaming

#Localization

#Content

#Dutch

#Content Editing

#Grammar

#Communication

#Word

Coursera

Director, Global Benefits

151k - 221k USD

Remote

Full Time

#HR

#Benefits

#Benefits Administration

#Vendor Management

#Strategy

#HRIS systems

#Project Management

#Compliance

#Stakeholder Management

#Analytical Skills

#Integration

#Process Improvement

Civis Analytics

Chief Technology Officer

225k - 325k USD

Remote

Full Time

#AI

#Data Platform

#Technical Leadership

#AI Systems

#Data Engineering

#Cloud Platforms

#Distributed Systems

#Technical Architecture

#Team Leadership

#Product

Palantir

Tech Fellowship - Frontier

Remote

Other

#AI

#Data Analysis

#Foundry

#AI Tools

#Workflow Automation

#Problem Solving

#Communication

Veeva

Director of Product Marketing - Clinical Operations

125k - 200k USD

Remote

Full Time

#Product Marketing

#Operations

#Life Sciences

#Content Creation

#Team Leadership

#Strategic Planning

#Sales Enablement

#Messaging

#PowerPoint

#Communication

Lvhglobal

Owner Partner Relations Team Lead

Remote

Full Time

#Hospitality

#Business Development

#Sales

#CRM

#Google Suite

#Customer Service

#Negotiation

#Communication

#Real Estate

Away

Color Material Finish Designer

42k - 44k USD

Remote

Full Time

#Design

#Product Design

#Adobe Illustrator

#Adobe Photoshop

#Sourcing

#Trend Research

#CAD

#Communication

Cytora

Webflow Developer and Designer

Remote

Full Time

#Insurance

#Web Development

#Marketing

#Webflow

#Visual Design

#SEO

#Figma

#Photoshop

#Illustrator

#HubSpot

#Salesforce

#Management

Optain

Senior QA/RA Specialist

85k - 115k USD

Remote

Full Time

#Artificial Intelligence

#Health Care

#Medical Devices

#FDA Compliance

#Management

#Design

#ISO 13485

#ISO

#Risk Management

#Reporting

Character.AI

Staff Data Scientist

Remote

Full Time

#Data Science

#Monetization

#AI

#Experimentation

#Metrics

#Analytics

#Subscriptions

#Advertising

#Product

Airalo

Commercial Pricing Senior Manager

GB, ES

Remote

Full Time

#Pricing Strategy

#Telecom

#Data Analytics

#Data Warehouses

#BI Tools

#Testing

#Unit Economics

#Pricing Models

#Pricing

Your dream job awaits.

Explore exciting opportunities, connect with top employers, and ignite your career.

Explore Jobs

Related Resources

Product Salary Guide

Compensation data for Product roles

Product Job Market

Hiring trends and demand for Product

Communication Salary Guide

Compensation data for Communication roles

Communication Job Market

Hiring trends and demand for Communication