Pie's mission is to empower small businesses to thrive by making commercial insurance affordable and as easy as pie. We leverage technology to transform how small businesses buy and experience commercial insurance. Like our small business customers, we are a diverse team of builders, dreamers, and entrepreneurs who are driven by core values and operating principles that guide every decision we make. The Partner Specialist serves as a subject matter expert in customer service, billing, and audit work, managing all aspects of the partner policy life cycle with a high degree of independence. This role exists to provide elite-level support to assigned partners, ensuring high-quality service delivery and adherence to established service level agreements (SLAs). Specialists in this position play a critical role in addressing escalations, resolving complex issues, and maintaining strong relationships with partners, contributing to the overall success and efficiency of the team. Regular attendance and punctuality are essential requirements for this role. Success in this position relies on the ability to adhere to a consistent work schedule and meet attendance expectations. Dependability in this area ensures team collaboration, supports operational effectiveness, and delivers exceptional service to our customers. How You’ll Do ItServe as Subject Matter Expert (SME): - Act as the SME for customer service, billing, and audit processes related to partner policies. - Provide accurate guidance to partners and internal teams on all stages of the policy life cycle. - Stay up-to-date on complex procedures and workflows to ensure expertise in handling partner-related queries. Manage Partner Policy Life Cycle: - Independently manage all aspects of the partner policy life cycle, including policy setup, billing adjustments, audits, and renewals. - Builds relationships with partners and internal teams to provide consistent, excellent communication with customers. - Proactively identify and resolve policy issues at any stage of the life cycle. Ensure High-Quality Service Delivery: - Deliver consistent, high-quality support while meeting or exceeding established service level agreements (SLAs) - Address partner inquiries efficiently and accurately to ensure a positive experience. - Provide solutions tailored to partner needs while aligning with company policies and procedures. Respond to Escalations: - Handle escalated issues originating from internal customer service teams or cross-functional partners. - Investigate root causes of escalations, resolve issues promptly, and communicate outcomes to relevant stakeholders. - Partner with internal teams to improve processes and reduce recurring escalations. Work Independently to Support Elite Partners: - Manage relationships with assigned partners who qualify for the program. - Independently assess partner needs and provide comprehensive solutions to support their business goals. - Maintain a high level of accountability in meeting performance and quality standards for elite partners The Right Stuff - A High School Diploma or GED is required. Bachelor's Degree or college coursework preferred. - 2+ years of customer service experience is required. - 1+ year of experience providing operational support in a fast-paced environment is highly preferred. - 1+ experience with data analysis and understanding of workers compensation operational practices required. Strong understanding of Pie's products & systems preferred. - Ability to express yourself by communicating clearly and convincingly both written and verbally while presenting your own views and making requests in a direct and open manner. Ability to close the loop on communication and be able to give and receive feedback with empathy. - Challenge yourself to learn from mistakes, be better tomorrow than today, and to raise the performance bar and strive to exceed expectations. Show the ability to seek to understand most of the time while being open to new information and change. Have the ability to question some assumptions and intuitions while applying new information to existing context. - Ability to analyze and solve simple to moderately complex problems within the team independently while leveraging data to make informed decisions. Build solutions by designing win/win outcomes by applying creativity, demonstrating good judgment, and challenging the status quo. Apply agile thinking by testing ideas and possible solutions and iterating based on findings before launching the full solution. - Demonstrate interpersonal awareness by considering the needs of others, developing and sustaining collaborative working relationships while respecting individual and cultural differences. Gain cooperation by achieving goals and building buy-in for simple proposals. - G-Suite Tools, Salesforce, Collaboration tools (slack is preferred), basic office machines. - Basic self-direction and responsibility for own tasks, deliverables and timelines. The use of AI in Application Review: To support a fair, efficient, and consistent hiring process, we use AI-powered tools to assist in the initial screening of applications. These tools help us identify qualifications and prior work experiences that align with the requirements of the role. We may also use AI assistant video tools during interviews to support note-taking and candidate evaluation. All AI-powered outputs are still subject to human oversight and decision-making at multiple stages of the process. By submitting your application, you acknowledge and consent to Pie utilizing these AI technologies to assist in our evaluation process. Base Compensation Range $23.50—$28 USD Compensation & Benefits - Competitive cash compensation - A piece of the pie (in the form of equity) - Comprehensive health plans - Generous PTO - Future focused 401k match - Generous parental and caregiver leave - Our core values are more than just a poster on the wall; they’re tangibly reflected in our work Our goal is to make all aspects of working with us as easy as pie. That includes our offer process. When we’ve identified a talented individual who we’d like to be a Pie-oneer , we work hard to present an equitable and fair offer. We look at the candidate’s knowledge, skills, and experience, along with their compensation expectations and align that with our company equity processes to determine our offer ranges. Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members. Location Information Unless otherwise specified, this role is remote. Remote team members must live and work in the United States (territories excluded) and have access to reliable, high-speed internet. Additional InformationPie Insurance is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic. Pie Insurance participates in the E-Verify program. Please click here, here and here for more information. Pie Insurance is committed to protecting your personal data. Please review our Privacy Policy. Safety First: Pie Insurance is committed to your security during the recruitment process. We will never ask you for credit card information or ask you to purchase any equipment during our interview or onboarding process. Pie Named to 2025 America's Best Startup Employers Pie Insurance 2025 State of Workplace Safety Report #LI-REMOTE #BI-REMOTE