Onboarding & Support Specialist

Onboarding & Support Specialist

Hybrid Position (3 days per week average in Downtown Austin, TX office)

Acrisure Innovation is a fast paced, AI-driven team building innovative software to disrupt the $6T+ insurance industry.  Our mission is to help the world share its risk more intelligently to power a more vibrant economy. To do this, we are transforming insurance distribution and underwriting into a science. 

At the core of our operating model is our technology: we’re building a digital marketplace for risk and applying it at the center of Acrisure, a privately held company recognized as one of the world's top 10 insurance brokerages and the fastest growing insurance brokerage globally. By leveraging technology to push the boundaries of understanding and transferring risk, we are systematically converting data into predictions, insights, and choices, and we believe we can remove the constraints associated with scale, scope, and learning that have existed in the insurance industry for centuries. 

As an Onboarding & Support Specialist, you will be responsible for ensuring our customers have a seamless experience from the moment they want to adopt our technology solutions. You will work closely with our sales and service professionals to ensure they are onboarded in a timely and efficient manner, and that they receive the support they need to get the most out of our products. To achieve this, you will be developing, executing, and iteratively improving scalable processes and systems for managing onboarding and support, earning adoption, and providing an optimal customer experience for our technology users.

Here are some of the ways in which you’ll achieve impact:

• Lead activities across two key areas (onboarding and support) that ensure successful adoption and business outcomes with Acrisure Innovation technology solutions.
• Develop and execute onboarding and support playbooks for product launches that ensure our customers have a seamless initial and ongoing experience with our products.
• Set up and implement processes to prioritize and tackle common user onboarding and support issues.
• Provide a seamless and positive experience by resolving user inbound inquiries and support questions in a timely and professional manner.
• Manage any user adoption technical issues or conflicts and escalate with technical teams.
• Create, curate and manage self-help and education resources to enable scalability of user support - prioritizing in-app resources.
• Relentlessly represent the voice of the customer with technical product teams.
• Thoughtfully record and categorize feedback and/or support issues, and use data to collaboratively solve problems with internal teams.
• Serve as the primary point person for internal support and CRM systems for communicating with users and maintaining relevant "source of truth" data on users and agencies.
• Build rapport and maintain strong relations with both internal and external teams, as well as users, ensuring customers are satisfied with the product and service.

You may be fit for this role if you are:

• High energy. You bring passion and enthusiasm to your work and are highly productive in a fast-paced environment with little oversight on a day-to-day basis.
• Results oriented. You value outcomes over activities, and you can independently chart your path to deliver the desired results.
• Customer centric. You bring a high-level of empathy for our partners / customers and can help structure our thinking about their wants, needs and how to drive success.
• Adept at ensuring scalability: You prioritize one-to-many enablement activities over one-to-one enablement activities.
• Capable of driving success in ambiguous conditions. You act like an owner and are independently capable of seeking information in an unstructured environment, and knowing what to prioritize and de-prioritize to maximize efficiency.
• A concise and effective communicator. You possess strong written and verbal communication skills, and know how to translate technical support information to a non-technical audience.
• A relationship builder. You are able to build trust quickly with internal stakeholders and customers with a high degree of empathy and with a team-first collaborative attitude.
• A continuous learner. You are intellectually curious and constantly seek to understand trends at a deeper level, while also able to reconcile your understanding and communicate across different mental models.
• Have a proven track record of enabling a strong customer experience: You possess a history of successfully driving adoption and/or an exceptional customer experience through tech onboarding and support.

Other requirements:

- Work experience: 3+ years of customer success or customer support experience. 1+ years of experience in an Insurance or InsurTech organization is preferred. 

- Location: Willing and able to work from headquarters in Austin, TX

It’s not expected that any single candidate would have expertise across all of these areas. If you are a solid engineer and eager to work on data or insurance related platforms/products, we are eager to talk to you.

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