InsCipher

Role Description We’re looking for a talented, detail-oriented Customer Success Specialist (CSS) to join our team. Under the direction of the Support Manager, this role will be responsible for providing best-in-class customer service and handling our inbound requests. - Handle inbound requests and respond promptly to support calls, chats, and emails - Assess, categorize, and reassign support requests to internal team members as needed - Troubleshoot and diagnose system or service issues - Advocate for customers by capturing feature requests and feedback - Leverage impeccable customer service skills through phone, email, and chat interactions - Work cross-functionally to assess and improve internal processes - Demonstrate fundamental understanding of customer service best practices - Manage customer escalations with empathy and professionalism - Track client interactions, maintaining detailed records of communications and action items - Build domain expertise and grow industry knowledge Qualifications - Bachelor’s degree preferred - 1+ years’ experience in customer service - Excellent written and verbal communication skills - Strong technical aptitude and organizational skills - Proficient with the Office Suite - Knowledge of surplus lines tax filing a plus - Excellent interpersonal skills Benefits - Health, dental, and vision plans - Amazing work-life balance with 4 weeks of Paid Time Off - 10 Paid Company Holidays with 2 floating holidays - 401K Programs with employer match - Personal assistance programs for support in a healthy personal and work life Company Description At InsCipher, you'll join a team of disruptors, innovators, and forward-thinkers. We're not just changing the game; we're creating a new one. We offer a dynamic, inclusive work environment where your ideas are valued, and your contributions lead to real change. With us, you'll have the opportunity to: - Work on cutting-edge projects that are reshaping an industry - Collaborate with a team of passionate, like-minded professionals - Enjoy a culture that values flexibility, innovation, and personal growth Compensation Range: $23/hr - $26/hr We are proud to be an equal-opportunity employer. We are committed to providing equal opportunities to all qualified applicants, regardless of race, color, religion, sex, national origin, disability, or any other legally protected characteristics. If you need accommodation, please let us know during the interview process.

• Define the AI engineering roadmap and architecture standards across the organization • Lead build vs. buy vs. integrate decision-making for AI systems and platforms – and be accountable for articulating how you arrived at those decisions • Evaluate emerging tools, frameworks, and models; provide clear, defensible recommendations to leadership • Serve as the ultimate technical escalation point for complex AI/ML system design challenges • Architect AI solutions for our enterprise platform • Design systems for scale, reliability, and cost-efficiency in production environments • Establish LLMOps practices • Ensure AI systems integrate cleanly with existing product and engineering infrastructure • Partner closely with Product and Engineering leadership to align AI capabilities with business outcomes • Receive operational support to help initiate and coordinate cross-functional engagement • Provide clear guidance on resource allocation • Translate complex technical concepts for non-technical audiences • Champion and introduce AI-assisted coding practices and developer tooling across the engineering organization • Define standards for responsible AI development including guardrails, evaluation frameworks, and security considerations • Drive continuous improvement in how the organization builds and ships AI-powered features

• 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

• Complete state surplus lines tax filings, reports, and payments accurately and in a timely manner • Reconcile client invoices, billing reports, and related financial records • Research and resolve client credits, refunds, and payment discrepancies • Maintain accurate documentation and records related to tax filings and accounting transactions • Support the maintenance and improvement of accounting processes and standard operating procedures • Provide customer service and support to clients, state agencies, and internal teams regarding filing and payment-related inquiries • Maintain working knowledge of state surplus lines laws, tax filing requirements, and compliance regulations • Assist with reporting and reconciliation activities to ensure data accuracy and completeness • Manage multiple priorities while maintaining a high level of accuracy in a fast-paced environment • Required to perform other duties as requested, directed, or assigned

• Support a designated portfolio of external partners across various revenue tiers • Act as a bridge between external partners and internal Filing Services operations to ensure timely, accurate, and coordinated filing support • Assist Customer Success Managers with filing-related escalations and ensure issues are resolved within defined SLA commitments • Maintain recurring partner touchpoints based on account tier, health, and service needs, including participation in client conversations as appropriate • Identify and escalate at-risk accounts that demonstrate repeated filing errors, high volumes of late filings, or poor responsiveness • Drive adoption across eligible accounts, including batch filing usage, e-filing setup completion, filing workflow adherence, and relevant product feature usage • Research filing, reporting, and payment-related issues, perform root cause analysis, and support corrective actions in partnership with CSMs • Run reports and analyze filing data to identify trends, behaviors, and opportunities for improvement • Collaborate with internal teams to support overall customer health and ensure timely resolution of client issues • Required to perform other duties as requested, directed, or assigned

Role Description We're seeking a detail-oriented and technically proficient Atlassian Systems Administrator to join our team. This role owns and evolves the company's Atlassian Cloud platform – Jira Cloud, Confluence Cloud, Atlassian Guard/Access, and the broader Atlassian Cloud ecosystem – as the foundation for how teams across Veracity, Insurance Canopy, and InsCipher plan, track, and execute work. This remote role serves as the organization's internal Atlassian Cloud expert, partnering with Engineering, Operations, Customer Support, Compliance, and business leaders to translate workflows into well-designed, scalable system solutions. The goal is to make the Atlassian Cloud platform a force multiplier for the organization – reducing manual work through automation, standardizing how teams operate, surfacing real-time visibility through dashboards, and enabling adjacent tools to integrate cleanly with Atlassian Cloud as the system of record. Key Responsibilities - Own end-to-end administration of the Atlassian Cloud stack – Jira Cloud (Software, Service Management, Work Management), Confluence Cloud, Atlassian Guard/Access, and connected marketplace apps – across a Cloud-only environment. - Configure and maintain projects, boards, issue types, workflows, screens, custom fields, components, versions, and notification, permission, and security schemes within Jira Cloud. - Manage user provisioning, groups, roles, product access, SSO/SCIM, and license allocation across the Atlassian Cloud organization. - Maintain Confluence Cloud spaces, templates, page hierarchies, permissions, and space governance to support knowledge management at scale. - Oversee Jira Service Management Cloud queues, request types, SLAs, customer portals, and approval flows to support internal and customer-facing service operations. - Design, build, and maintain Jira Cloud Automation rules, Confluence Cloud automations, and cross-product workflows that reduce manual updates and handoffs – tracking quarterly reductions in manual effort as a core measure of impact. - Build and maintain integrations between Atlassian Cloud and other business systems (Slack, Microsoft Teams, Office 365, Google Workspace, GitHub, DocuSign, Salesforce, and HRIS/ITSM tools) using native Cloud connectors, REST APIs, webhooks, and low-code platforms such as Zapier, Workato, or n8n. - Evaluate, install, configure, and govern Atlassian Marketplace Cloud apps – managing app lifecycle, security review, and renewals across the stack. - Design and maintain dashboards, JQL-based filters, and reporting that give teams and leadership real-time visibility into priorities, workload, risks, and blockers – without manual reporting overhead. - Partner with departments to map current workflows, identify bottlenecks, and design repeatable Jira and Confluence processes – establishing standard operating rhythms and onboarding new teams quickly using approved templates and configurations. - Ensure the Atlassian Cloud environment adheres to security, compliance, and data governance standards – enforcing RBAC, SSO/MFA via Atlassian Guard, SCIM provisioning, audit logging, data residency, and vendor risk controls (SOC 2, DPAs). - Serve as an escalation point for platform risks, cross-system issues, and incidents – ensuring corrective actions and prevention plans are documented and implemented. - Develop and maintain documentation, SOPs, configuration baselines, change logs, and best-practice guides across the Atlassian Cloud platform. - Drive adoption, reduce shadow tooling, and improve operational maturity across the organization – with success measured by consistent platform usage, reduced reliance on spreadsheets and duplicate tools, and improved cycle times for priority workflows. - Required to perform other duties as requested, directed, or assigned. Qualifications - 3+ years of hands-on administration of Atlassian Cloud – Jira Cloud (Software, Service Management, Work Management) and Confluence Cloud; Cloud experience required, Server/Data Center experience not required. - Deep expertise configuring Jira Cloud projects, issue types, workflows, screens, custom fields, components, versions, and notification, permission, and security schemes. - Strong experience building and maintaining Jira Cloud Automation rules including cross-project and global automations. - Hands-on experience with Jira Service Management Cloud and Confluence Cloud administration including spaces, templates, permissions, and governance. - Experience administering the Atlassian Cloud organization via admin.atlassian.com – user provisioning, SSO/SCIM, Atlassian Guard/Access, product access, domain claiming, and license management. - Technical fluency across Atlassian's integration and reporting toolset – JQL, Confluence macros, REST APIs, webhooks, native Cloud connectors, and low-code platforms such as Zapier, Workato, n8n, or Make. - Experience evaluating, installing, and governing Atlassian Marketplace Cloud apps. - Strong background in process design, workflow optimization, and translating business needs into practical Atlassian Cloud configurations. - Working understanding of security, privacy, RBAC, SSO/MFA, audit logging, and vendor risk fundamentals (SOC 2, DPAs) in a SaaS context. - Strong communication and stakeholder management skills with the ability to partner effectively across technical and non-technical teams. - Atlassian Cloud certifications preferred (ACP-120, ACP-420, ACP-620, or similar). - Experience with ScriptRunner for Jira Cloud, Forge/Connect app development, or Atlassian Analytics preferred. Benefits - Health, dental, and vision plans. - Amazing work-life balance with 4 weeks of Paid Time Off. - 10 Paid Company Holidays with 2 floating holidays. - 401K Programs with employer match. - Personal assistance programs for support in a healthy personal and work life. Company Description At InsCipher, you'll join a team of disruptors, innovators, and forward-thinkers. We're not just changing the game; we're creating a new one. We offer a dynamic, inclusive work environment where your ideas are valued, and your contributions lead to real change. With us, you'll have the opportunity to: - Work on cutting-edge projects that are reshaping an industry. - Collaborate with a team of passionate, like-minded professionals. - Enjoy a culture that values flexibility, innovation, and personal growth. Compensation Range: $85k/yr - $100k/yr We are proud to be an equal-opportunity employer. We are committed to providing equal opportunities to all qualified applicants, regardless of race, color, religion, sex, national origin, disability, or any other legally protected characteristics. If you need accommodation, please let us know during the interview process.

• Own, administer, and maintain the NetSuite ERP platform across active modules, ensuring platform stability, security, and operational effectiveness • Administer and govern supporting accounting and finance platforms (e.g., Ramp, Datarails, and future systems), maintaining consistent security, access, documentation, and change management standards across the full stack • Configure and manage custom records, fields, forms, workflows, saved searches, dashboards, roles, and permissions within NetSuite • Manage sandbox and production environments, deployments, release cycles, and platform governance standards • Support and oversee SuiteScript customizations, workflows, and automation initiatives in alignment with NetSuite best practices • Design and maintain integrations between NetSuite and supporting finance systems, ensuring data flows are reliable, auditable, and properly reconciled • Operate as an internal consultant to Accounting, FP&A, Operations, and Technology leadership • Coordinate with third-party vendors and implementation partners on enhancements, integrations, and ERP projects • Manage support tickets, escalations, and vendor relationships for all systems under this role's ownership • Ensure compliance with security, access control, audit, retention, and governance standards • Support reporting, dashboards, and financial visibility tools within NetSuite and related platforms • Drive training, onboarding, and user adoption across the finance systems stack

• Act as a primary point of contact for inbound support requests and respond promptly to support calls, chats, and emails • Assess, categorize, and reassign support requests to appropriate internal team members as needed • Troubleshoot and diagnose product, system, and service-related issues • Advocate for customers by capturing feature requests and customer feedback • Deliver customer support through phone, email, and chat interactions • Manage customer escalations with professionalism and attention to resolution • Track and document customer interactions, communications, and action items accurately • Collaborate cross-functionally to support process improvements and operational efficiency • Develop knowledge of InsCipher products, services, and surplus lines processes • Required to perform other duties as requested, directed, or assigned

• Manage multiple priorities in a high-volume position, deliver timely and accurate work products with a focus on customer service, and respond with a sense of urgency as required • Maintain working knowledge of surplus lines tax regulations and assist with research to ensure compliance requirements for each state and jurisdiction are met • Provide excellent customer service and properly document all correspondence with the state and client in their applicable location • Effectively build professional, positive working relationships with both clients and all levels of the organization • Assist in directing team members to maintain compliance with all surplus lines tax filings • Assist in monitoring reports and coordinate with accounting when necessary • Support the Team Lead in fulfillment of ad hoc requests and completion of projects as needed • Timely and accurately complete state regulatory surplus lines tax filings • Reconcile filings with the InsCipher Connect platform and state transaction reports and investigate, research, and resolve issues that may arise during the filing, reconciliation, or payment processes • Organize tasks efficiently to meet deliverables on time • Prepare and submit quarterly, semi-annual, and annual state reports as assigned • Ensure proper documents are received and reviewed from client submission • Assist with any surplus lines audits, verifying transactions, documents, and filings • Conduct compliance and quality review on documents, state legislation, codes, and procedures associated with surplus lines tax filing • Escalate customer, state, or internal issues through proper channels and respond to escalated issues from states, clients, and internal team when appropriate • Required to perform other duties as requested, directed, or assigned

• Lead and support a team of underwriters, including training, coaching, and performance management • Review new and renewal submissions for eligibility, pricing, and coverage terms • Provide guidance and support to team members on underwriting decisions and processes • Communicate underwriting decisions and rationale to brokers and agents • Maintain relationships with brokers, agents, and carrier or syndicate partners • Ensure adherence to underwriting guidelines and compliance requirements • Support communication of underwriting appetite and program guidelines to brokerage partners • Conduct performance reviews and provide ongoing feedback to team members • Support onboarding and development of underwriting staff • Assist with departmental operations and workflow coordination • Support consistent underwriting practices to contribute to program performance • Required to perform other duties as requested, directed, or assigned