• Serve as the main point of contact for clients throughout the claims process, providing clear guidance and updates. • Evaluate policy coverage and advocate for the best possible outcomes for clients. • Challenge adjusters when necessary to ensure fair and timely settlements. • Proactively anticipate and present strategic solutions to clients for resolving claims. • Oversee the full lifecycle of claims, from initial report to final resolution. • Conduct new business claims audits for newly acquired clients. • Collaborate with insurers, underwriters, and external adjusters to negotiate claims settlements. • Facilitate client meetings, claims reviews, and carrier discussions to ensure alignment and transparency. • Maintain meticulous documentation of claims activity in our proprietary agency management system. • Educate clients on claims administration, coverage nuances, and proactive risk management. • Offer guidance on reducing claim exposure and improving policy language to prevent disputes. • Prepare and deliver quarterly claims reviews with key insights and recommendations. • Leverage technology to streamline claims handling, improving efficiency and accuracy. • Partner with product team to identify opportunities to enhance internal claims processes using tech-driven solutions. • Provide data-driven insights to clients on claims trends, risk mitigation strategies, and best practices.

• Handle inbound customer inquiries via phone calls and email. • Provide clear, timely, and professional solutions. • Ensure a positive and satisfactory customer experience. • Document interactions and follow up on cases.

• Provide daily service to existing clients related to policy changes, certificates of insurance, billing, audit, claims, carrier inspections, etc. • Forward any client questions regarding policy changes to the producer. • Triage documents from carriers verifying the accuracy, facilitating corrections, as needed, and forwarding to the producer/agency owner for processing where needed. • Process basic renewals which require no remarketing or explanations of change in coverage. • Manage day-to-day customer service database (AMS360) and file database (Dropbox) by facilitating policy download and upload, endorsement and audit updates in the system, and notation of all client interactions. • Support producer to understand potential client or remarketing needs, gather necessary data, input data in carrier quoting systems, and draft proposals. • Identify content for quarterly client newsletter and manage and facilitate newsletter publication and newsletter social media sharing.

• Define and execute the global support strategy aligned with company growth, platform reliability, and customer experience objectives. • Build and maintain a world-class multi-tiered support organization, spanning reactive ticket support, proactive customer care, and incident response. • Partner with Product, Engineering, and Customer Success leadership to drive feedback loops that improve product quality, platform reliability, and customer satisfaction. • Establish clear KPIs and OKRs for responsiveness, resolution, CSAT/NPS, uptime communication, and operational excellence. • Oversee the global customer support organization handling billing, account management, and customer policy inquiries. • Ensure consistent quality, efficiency, and empathy in every customer interaction through structured training, QA, and tooling. • Implement and optimize automation and AI-driven solutions to improve case routing, response time, and self-service adoption. • Lead and evolve the Technical Support organization responsible for diagnosing complex infrastructure issues across compute, storage, networking, and GPU clusters. • Define escalation pathways and SLAs for Tier 1-3 incidents, including integration with SRE and Platform Engineering teams. • Drive development of internal tooling, documentation, and telemetry to empower faster and more accurate root-cause analysis. • Implement data-driven decision frameworks, dashboards, and early warning systems across all support functions. • Establish a scalable 24×7 global coverage model with tiering and efficient on-call management. • Partner closely with Finance to forecast headcount, budget, and productivity improvements. • Represent the Support function in executive reviews, board reporting, and cross-functional leadership discussions.