Senior Customer Success Specialist

At InsCipher, our commitment to our customers is what drives us. Ours is a culture of innovation and progress. We are a creative team of doers constantly striving to develop value\-driven products and services for our customers. Our ultimate goal is to become the trusted authority and leading partner for state departments of insurance, surplus lines associations, and brokers nationwide. We’re achieving that goal by enhancing every facet of our customers reporting and tax filings through education and innovative, streamlined compliance solutions. We’re growing fast and want you to be a part of it! We’re seeking a talented, detail\-oriented **Senior Customer Success Specialist** to join our team. This position is remote. Reporting to the Sr. Technical \& Automations Support Manager this role will be responsible for managing complex customer support escalations, troubleshooting technical and service\-related issues, serving as a liaison between Customer Success and Product teams, and supporting continuous improvement of support processes and 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 * Troubleshoot and diagnose complex product, system, and service\-related issues * Create, document, and manage development tickets in Jira when Product or Development team involvement is required * Monitor AI support agent performance, identify recurring issues and failure patterns, and provide recommendations for improvement * Capture customer feedback and feature requests and route them to the appropriate internal teams * Serve as a liaison between Customer Success and Product teams by translating customer issues into clear, actionable requirements * Manage customer escalations with professionalism while maintaining clear communication throughout the resolution process * Collaborate with Compliance, Accounting, Filing Services, Product, and other internal teams to resolve complex customer issues * Maintain detailed records of customer interactions, troubleshooting activities, and action items within support systems * Develop expertise in InsCipher products, SaaS support processes, and surplus lines insurance operations * Share knowledge and best practices with team members to improve overall support effectiveness * Required to perform other duties as requested, directed, or assigned **Requirements and 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 * Strong technical troubleshooting and problem\-solving skills * Excellent written and verbal communication skills * Strong organizational skills and att