POSTED Jan 26

Customer Success Specialist at Lula

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

Insurance is broken, outdated, and does not meet the needs of today's modern economy. Customers pay fixed premiums that are not directly related to how often an asset is used or by an individual users risk profile. If you want insurance to work for today's modern economy, you need to break things up into episodes.

At Lula, we’re building the future of insurance by creating the technological infrastructure (APIs) to change the way companies purchase and manage insurance. Our technology allows companies to insure assets by individual episodes, analyze risk profiles by more than 70+ risk metrics, and manage claims and policies.

We are looking for an experienced Customer Success Specialist to provide exceptional customer support to our customers.

Responsibilities

  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  • Identify customer needs and help customers use specific features
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Share feature requests and effective workarounds with team members
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams

Requirements

  • Experience as a Customer Success Specialist or similar CS role
  • Familiarity with our industry is a plus
  • Experience using help desk software and remote support tools
  • Understanding of how CRM systems work
  • Excellent communication and problem-solving skills
  • Patience when handling tough cases

** In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Benefits

  • Competitive compensation packages
  • Medical, dental and vision insurance
  • 14 vacation days
  • 10 sick days
  • 10 paid holidays
  • Bi-annual team retreats 

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