[Remote] Customer Success Specialist (Remote)

Note: The job is a remote job and is open to candidates in USA. PolicyMe is a Toronto-based startup on a mission to modernize insurance, making it simpler and more accessible. They are seeking a Customer Success Specialist to support customers and the Advisor Team throughout the life insurance journey, ensuring an exceptional customer experience.

Responsibilities

• Manage a caseload of in-progress applications through the underwriting process
• Navigate tools like HubSpot and Front to complete daily task queues
• Coordinate and follow up on medical exam bookings with vendors and clients
• Order and track underwriting requirements (e.g. APS, MVRs)
• Handle inbound calls and respond to client emails
• Track missed payments and help clients update billing info
• Report underwriting decisions to the Medical Information Bureau (MIB)
• Process policy change requests (address updates, beneficiary changes)
• Maintain accurate records and submit the weekly MIB report
• Collaborate cross-functionally with Advisors, QA, Sales, and Customer Service
• Offer feedback and participate in process/tooling improvement discussions

Skills

• 1–2 years of experience in insurance, customer service, or call center roles
• Strong verbal and written communication in English
• Comfortable using multiple systems and learning new tools quickly
• Excellent attention to detail and ability to multitask in a fast-paced environment
• Empathy, patience, and a natural drive to go above and beyond for customers
• Integrity and reliability - someone who takes pride in doing things right
• A proactive mindset and openness to giving and receiving feedback

Benefits

• Generous PTO - 20 vacation days
• A comprehensive benefits plan with premiums paid in full by PolicyMe
• Investment in your professional development, including an L&D budget, AI tooling budget, performance reviews twice a year and ongoing feedback to ensure you reach your highest potential
• Option to work from home or our Toronto-based office (bonus: we cover the costs to bring all our employees in-person twice a year for experiential socials!)
• Access to stock options based on performance

Company Overview