TrustLayer is a venture-backed B2B SaaS company that reduces friction and builds trust between businesses.&nbsp;We allow users to automate the verification of insurance, licenses, and compliance docs of their business partners (i.e., vendors, subcontractors, suppliers, borrowers, tenants...). You will team up with an outstanding engineering team. You will develop excellent technical knowledge, deliver high-impact presentations, and have a passion for learning about and evangelizing cloud-driven risk management technology. TrustLayer welcomes those who are enthusiastic about learning and evolving. About the jobWe are looking for a Customer Success Specialist to assist our customers and end-users with troubleshooting technical issues that arise on our platform. Customer Success Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you must be an excellent communicator via multiple channels - chat, e-mail, phone and video. Ultimately, you will help establish our reputation as a company that offers excellent customer assistance for all issues that arise during onboarding, and also post-implementation. Responsibilities<ul>
<ul style="list-style-type: disc">
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Respond to customer queries in a timely and accurate way, via phone, email, chat, and video</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Identify customer needs and help customers use specific features</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Analyze and report bugs as well as new feature requests</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Update our internal databases with information about technical issues and useful discussions with customers</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Share feature requests and effective workarounds with team members</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Follow-up with customers to ensure their technical issues are resolved</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Communicate fixes to existing issues with customers</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Gather customer feedback and share with our Product, Sales and Marketing teams</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Assist in training new team members</li>
</ul>
</ul> Required Skills &amp; Experience<ul>
<ul style="list-style-type: disc">
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Experience as a Customer Support Specialist or similar Customer Service role</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Understanding of how CRM systems workImpeccable documentation skills</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Excellent communication and problem-solving skills</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Ability to multitask</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Patience when handling touch customer situations</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Bachelor’s Degree in Business, Operations, or Information Technology</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">The drive to put in the effort to grow and thrive with a startup SaaS company</li>
</ul>
</ul> Bonus Experience<ul>
<ul style="list-style-type: disc">
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Prior experience in commercial insurance or at a fintech/insurtech startup.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Experience using tools such as Zendesk, SFDC, and Asana - a plus!</li>
</ul>
</ul> Perks and benefits<ul>
<ul style="list-style-type: disc">
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Competitive salary.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Generous stock options.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Medical, dental and vision insurance, 100% employer paid.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Unlimited Vacation time.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Paid sick leave/bereavement.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Opportunities for advancement and professional development.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Continuous team events and individual rewards.</li>
</ul>
</ul> TrustLayer is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. TrustLayer will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.<div> </div>

TrustLayer is a venture-backed B2B SaaS company that reduces friction and
builds trust between businesses. We allow users to automate the verification
of insurance, licenses, and compliance docs of their business partners (i.e.,
vendors, subcontractors, suppliers, borrowers, tenants...).

  

You will team up with an outstanding engineering team. You will develop
excellent technical knowledge, deliver high-impact presentations, and have a
passion for learning about and evangelizing cloud-driven risk management
technology.

  

TrustLayer welcomes those who are enthusiastic about learning and evolving.

  

  

 **About the job**

We are looking for a **Customer Success Specialist** to assist our customers
and end-users with troubleshooting technical issues that arise on our
platform. Customer Success Specialist responsibilities include resolving
customer queries, recommending solutions and guiding product users through
features and functionalities. To be successful in this role, you must be an
excellent communicator via multiple channels - chat, e-mail, phone and video.

  

Ultimately, you will help establish our reputation as a company that offers
excellent customer assistance for all issues that arise during onboarding, and
also post-implementation.

  

 **Responsibilities**

    * Respond to customer queries in a timely and accurate way, via phone, email, chat, and video
    * Identify customer needs and help customers use specific features
    * Analyze and report bugs as well as new feature requests
    * Update our internal databases with information about technical issues and useful discussions with customers
    * Share feature requests and effective workarounds with team members
    * Follow-up with customers to ensure their technical issues are resolved
    * Communicate fixes to existing issues with customers
    * Gather customer feedback and share with our Product, Sales and Marketing teams
    * Assist in training new team members

****  

**Required Skills & Experience**

    * Experience as a Customer Support Specialist or similar Customer Service role
    * Understanding of how CRM systems workImpeccable documentation skills
    * Excellent communication and problem-solving skills
    * Ability to multitask
    * Patience when handling touch customer situations
    * Bachelor’s Degree in Business, Operations, or Information Technology
    * The drive to put in the effort to grow and thrive with a startup SaaS company

  

**Bonus Experience**

    * Prior experience in commercial insurance or at a fintech/insurtech startup.
    * Experience using tools such as Zendesk, SFDC, and Asana - a plus!

****  

**Perks and benefits**

    * Competitive salary.
    * Generous stock options.
    * Medical, dental and vision insurance, 100% employer paid.
    * Unlimited Vacation time.
    * Paid sick leave/bereavement.
    * Opportunities for advancement and professional development.
    * Continuous team events and individual rewards.

  

TrustLayer is an Affirmative Action and Equal Opportunity Employer and all
qualified applicants will receive consideration for employment without regard
to race, color, religion, gender, sexual orientation, national origin, genetic
information, age, disability, veteran status, or any other legally protected
basis. TrustLayer will consider for employment, on a case by case basis,
qualified applicants with arrest and conviction records.

  

