Senior Customer Success Specialist

Job Summary

Managing complex customer support escalations, the remote Senior Customer Success Specialist will troubleshoot technical issues, serve as a liaison between Customer Success and Product teams, and support the continuous improvement of AI-powered customer service tools.

Key Responsibilities

• Serve as the primary escalation point for partners, responding to escalated calls, chats, and emails in a timely manner
• Triage, categorize, and route escalated support tickets with accuracy and urgency
• Monitor AI support agent performance, identify recurring issues, and provide recommendations for improvement

Required Qualifications

• Bachelor's degree preferred
• 2+ years of remote technical support experience
• 2+ years of experience using Jira, Intercom, or similar ticketing and support platforms
• Experience working with AI tools, chatbots, or AI-enabled support systems preferred
• Knowledge of surplus lines tax filing preferred