Customer Experience Associate

Join Sure: Building the Rails of Digital Insurance

Founded in 2015, Sure is the insurance technology leader unlocking the potential of digital insurance. We're building the digital infrastructure that powers insurance transactions between carriers, brands, and consumers. Today, only 1% of insurance transactions are truly digital, representing a $6 trillion market opportunity. Are you up for the challenge?

How We Do It

We work with insurance carriers to enable their offline-to-online transitions as well as non-insurance companies who want to launch embedded digital insurance programs. As a Software as a Service (SaaS) provider, we serve as the essential technology backbone for the digital insurance ecosystem.

Why join our team?

🌐 Remote-first culture. We work from home and embrace digital collaboration

💥 Impactful work: We're transforming a trillion-dollar industry that touches everyone's lives

🏆 Award-winning growth: Named among Deloitte Technology Fast 500, Inc. 5000, Forbes Fintech 50, and CNBC World's Top Insurtech Companies

🤝 Culture is everything. Join an incredible team of smart, passionate, collaborative and driven individuals.

We're Growing!

We're seeking a dynamic Customer Experience Associate to join our insurtech team and deliver exceptional service to our customers. In this role, you'll serve as a trusted insurance advisor, helping customers navigate everything from new policy sales to billing inquiries while contributing to our mission of revolutionizing the insurance industry. This is an opportunity to grow your career in a fast-paced, innovative environment where your ideas and customer-first mindset will directly impact our success.

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What You'll be doing:

• Deliver outstanding customer experiences across multiple channels including phone, text, and email
• Serve as the go-to insurance expert, guiding customers through the full policy lifecycle—from initial sales through coverage adjustments, policy updates, billing questions, verification and beyond
• Maintain proper documentation of all customer interactions
• Assist with billing adjustments, including payment and refund processing and tracking.
• Provide white-glove service that exceeds customer expectations at every touchpoint

• Identify opportunities to enhance processes and contribute to operational efficiency
• Participate in special projects aimed at scaling operations and improving customer outcomes
• Provide continuous feedback to optimize tooling including AI assistants.

• Build strong working relationships across customer experience, partnerships, leadership, and cross-functional teams
• Challenge conventional approaches and bring fresh perspectives to insurtech challenges
• Operate as a collaborative team player in a dynamic, entrepreneurial setting

What we're looking for:

• 1+ years of experience in a high-volume, customer-facing role or contact center environment
• Exceptional problem-solving abilities with a proactive approach to finding solutions
• Outstanding communication and presentation skills
• Tech-savvy with the ability to quickly learn new software platforms
• Self-starter mentality with strong initiative and ownership
• Creative and strategic thinker focused on elevating customer experience
• Ability to thrive in a fast-paced, innovative, and evolving environment
• Ability to obtain relevant insurance licenses within 30 days from date of hire

• Experience with tools such as Notion, Freshsales, and Zendesk (or willingness to learn)
• Background in insurance or Property and Casualty License (company will sponsor licensing if needed)
• Genuine passion for building a career in the insurtech space

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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.

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