Company Overview
A fast-growing SaaS tech startup building browser extension software designed specifically for independent insurance agencies. By eliminating manual data re-entry across carrier portals, Agency Management Systems (AMS), and rating tools, the software saves insurance professionals significant time on every quote. The company is focused on delivering exceptional customer experiences that turn initial sign-ups into long-term, highly active software users.
Mission
We are looking for a Customer Onboarding Specialist to take ownership of the post-sale customer journey. In this role, your primary mission is to take new insurance agency clients from signed contract to complete software adoption, driving user activation, running hands-on onboarding sessions, and ensuring the product becomes a daily habit in their workflow.
Key Responsibilities
- Your daily tasks will vary, giving you room to learn, grow, and strengthen your skills while supporting the team with excellence.
- Run live onboarding calls, guiding insurance agents hands-on through installing and using the browser extension directly on their machines.
- Assess each customer's existing tech stack (carrier portals, AMS platforms, raters) to deliver a personalized setup experience.
- Respond promptly and accurately to customer support inquiries via chat and phone.
- Schedule and execute post-onboarding follow-up check-ins to monitor adoption, reinforce product habits, and resolve friction points.
- Track account usage metrics to proactively reactivate accounts with dropping usage and surface expansion/upsell opportunities.
- Gather structured product feedback from agencies and advocate for client experience improvements with the internal product team.
- Build strong, trust-based relationships with agency staff so clients feel fully supported throughout their journey.
Qualifications
- Years of Experience: Prior experience in SaaS customer onboarding, customer success, account management, or insurance agency operations highly preferred.
- Insurance / Tech Knowledge: Experience working inside an independent insurance agency (as a producer or account manager) or familiarity with carrier portals and AMS systems is a major advantage.
- Communication Skills: Exceptional spoken and written English, with the ability to explain software features clearly without technical jargon.
- Soft Skills: Patient, highly organized, proactive with follow-ups, and empathetic when troubleshooting with non-technical users.
Skills & Competencies
- Drive to Activation — laser-focused on moving users from zero-usage to consistent daily software habits.
- Clear Software Training — skilled at guiding non-technical users through web browser tools and workflows over screen shares.
- Proactive Account Monitoring — identifies silent drop-offs early and re-engages users before churn happens.
- Customer Advocacy — acts as the voice of the customer internally, turning user feedback into actionable insights for product engineering.
Technical Requirements
- Own PC or laptop with strong processing speed and updated web browsers
- High-speed, stable internet connection (wired connection recommended)
- Quiet, professional remote environment suitable for daily customer video calls
- Dedicated headset with a clear, high-quality microphone
Position Description
- Working Hours: 8 hours/day, covering North American business hours (e.g., 9:00 AM – 5:00 PM EST)
- Competitive Base Salary ($1,500 - $2,500 USD/month, depending on experience)
- Working Days: 5 days a week (Monday through Friday)
- Days Off: Saturday and Sunday
- Work Location: Fully-remote, work from home
- PTO (Paid Time Off): Standard time off with advance notice