iBynd

Role Description The Customer Support Representative serves as the frontline point of contact for retail agents and broker partners on the iBynd + SEMSEE platform, delivering timely, effective, and empathetic support across all inbound channels. This individual is responsible for resolving technical and platform-related inquiries, triaging escalations, and ensuring every partner interaction reflects the highest standards of service. The Customer Support Representative partners closely with the Customer Success, Product, and Operations teams to surface recurring issues, drive resolution, and contribute to a continuously improving support experience. This is a role for a detail-oriented, service-first professional who takes ownership of problems and thrives on turning a frustrated partner into a loyal advocate. REMOTE Duties and Responsibilities - Inbound Support & Ticket Management - Serve as the primary point of contact for agent and broker partners submitting support requests via email and phone—managing a high-volume ticket queue with accuracy and urgency. - Diagnose and resolve platform, submission, login, and workflow issues in a timely manner, ensuring partners receive clear, actionable guidance at every step. - Document all interactions, resolutions, and escalation paths accurately in the CRM and ticketing system, maintaining clean records that support team visibility and reporting. - Triage and escalate complex or high-priority issues to Product or Operations teams, following defined escalation protocols and ensuring seamless handoffs. - Partner Experience & Relationship Support - Build rapport with retail agents and broker partners through consistent, professional, and empathetic communication that reinforces confidence in the iBynd + SEMSEE platform. - Follow up proactively on open issues, keeping partners informed of status updates and resolution timelines without waiting to be asked. - Identify patterns in partner feedback and recurring pain points, synthesizing insights for Customer Success and Product teams to inform platform improvements. - Contribute to maintaining and improving partner-facing support resources, including help articles, FAQs, video walkthroughs, and onboarding guides. - Platform Knowledge & Training Support - Develop and maintain deep functional knowledge of the iBynd + SEMSEE platform, including submission workflows, appetite tools, quoting processes, and user account management. - Participate in product update briefings, internal training sessions, and beta testing initiatives to stay current on platform changes and new feature releases. - Support the delivery of partner-facing training sessions and webinars as a co-presenter or technical resource when needed. - Operations & Cross-Functional Collaboration - Maintain up-to-date and accurate partner records, issue logs, and resolution notes in the CRM system to support team-wide transparency and historical tracking. - Collaborate with underwriting, operations, and product teams to resolve submission and appetite-related questions escalated on behalf of partners. - Prepare and contribute to regular reporting on ticket volume, resolution rates, response times, and partner satisfaction metrics. - Participate in team huddles, process improvement discussions, and initiatives that strengthen the overall support function. - Other duties as assigned. Qualifications - 2+ years of experience in customer support, technical support, or a client-facing service role, with a demonstrated track record of resolving complex inquiries and managing partner or customer relationships. - Strong verbal and written communication skills—able to explain technical concepts clearly to non-technical users and maintain a professional, helpful tone under pressure. - Proficiency in CRM and ticketing systems (Salesforce, HubSpot, Zendesk, or equivalent) with a disciplined approach to record-keeping and follow-through. - Exceptional attention to detail and organizational skills, with the ability to manage multiple open tickets, partner relationships, and priorities simultaneously. - Proficiency in Google Suites, including Excel, Word, and PowerPoint (or equivalent Google Workspace tools). - Ability to learn and navigate SaaS platforms quickly, and comfort explaining digital workflows to users with varying levels of technical proficiency. - A genuine service orientation—committed to solving problems, following through on commitments, and leaving every partner interaction better than you found it. Preferred - Property and Casualty insurance industry experience strongly desired; familiarity with commercial lines, wholesale distribution, or the retail agent/broker community is a significant advantage. - Experience working at or with a wholesale broker, MGA, insurtech platform, or carrier in a customer-facing support capacity. - Familiarity with submission workflows, appetite tools, and the commercial insurance quoting process. - Experience building or maintaining self-service support content including knowledge bases, help articles, or user guides. - Comfort working in a fast-paced, evolving environment where products, processes, and priorities shift quickly—and the ability to adapt without losing service quality. - Comfort navigating and explaining SaaS or digital platforms to non-technical users; prior experience in an insurtech or fintech environment a plus.

• The AR/AP Analyst is responsible for overseeing the full cycle of accounts receivable and accounts payable. • Ensure that all revenue is collected efficiently and all obligations are paid accurately and on time. • Analyze financial data to improve cash flow, manage vendor and customer relationships, and support month-end closing activities. • Manage the customer credit process, including reviewing credit applications and setting credit limits. • Generate and distribute accurate invoices and credit memos. • Monitor the Accounts Receivable Aging Report and lead collection efforts for past-due accounts. • Execute the Three-Way Match process (Purchase Order, Receipt, Invoice) to ensure payment accuracy. • Review and process employee expense reports in compliance with company policy. • Research and resolve invoice discrepancies or billing disputes with vendors. • Prepare cash flow forecasts to assist leadership in liquidity planning. • Identify trends in delinquent accounts and suggest process improvements. • Assist in month-end and year-end closing by preparing journal entries and account reconciliations. • Provide necessary documentation and support for internal and external audits. • Close daily interaction with the COO to ensure performance and platform optimization. • Ensure accurate recording of commissions and premium taxes. • Assist with any state-specific regulatory filings and premium reporting requirements. • Support any Tax related needs from our outside accounting firm. • Work with our COO on Payroll and Sales compensation calculations and processing.

• Lead the end-to-end recruitment process for specialized business and technical roles. • Develop creative sourcing strategies to find top-tier talent in a competitive market. • Manage the interviewing and offer process, ensuring a gold standard candidate experience. • Oversee the administration of health, dental, and retirement plans. • Serve as the primary point of contact for employee inquiries regarding coverage and claims. • Conduct annual reviews of our benefits package to ensure we remain competitive. • Act as a culture champion, ensuring our values are reflected in every digital interaction. • Implement feedback loops (surveys, 1-on-ones) to pulse-check morale and drive retention. • Manage seamless remote onboarding and offboarding workflows. • Ensure all HR practices remain compliant with federal and state labor laws across a distributed workforce.

We are looking for a seasoned, tech-savvy Human Resources Manager to serve as the heartbeat of our remote first organization. With a focus on talent acquisition, benefits administration, and culture-building, you will be the primary architect of the employee experience. This isn't a "behind the scenes" administrative role. We need a proactive leader with 5+ years of experience who understands that in a remote environment, culture doesn't happen by accident—it happens through intentionality, clear communication, and a passion for people.

About the Role The AR/AP Analyst is responsible for overseeing the full cycle of accounts receivable and accounts payable. You will ensure that all revenue is collected efficiently and all obligations are paid accurately and on time. Beyond transactional processing, you will analyze financial data to improve cash flow, manage vendor and customer relationships, and support month-end closing activities. This role is perfect for someone who thrives in a fast-paced startup culture and is excited about streamlining Accounts Payable (AP) and Accounts Receivable (AR) while ensuring our financial data remains rock-solid.