• 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

• Drive operational excellence across the Customer Success, Support, Professional Services, and Expansion organizations. • Oversee strategic projects and prepare executive level communications. • Own and execute the CS operating rhythm, including CS All Hands, board meeting prep, and weekly meetings. • Generate executive summaries of Customer Success programs and initiatives. • Implement a robust Voice of Customer Program to drive improvements in performance metrics.

Role Description We're looking for a Customer Success Specialist with a senior executive assistant or high-ownership operations background to support live AI deployments for an early-stage healthcare AI company. This role is built for someone who is exceptionally organized, communicates with precision, and takes ownership of problems before anyone asks them to. - Review AI-generated call transcripts and text messages, flag quality issues and edge cases, and escalate to customers and internal teams with clear, structured communication. - The volume is high, the timelines are tight, and the role rewards the kind of person who notices what is wrong before it becomes a problem and communicates it in a way that makes resolution easy. Qualifications - Background as a senior executive assistant, operations coordinator, project manager, or similar high-ownership role. - Exceptional organizational skills and attention to detail under high volume. - Strong written and verbal English communication at a professional level. - Comfortable making decisions independently in ambiguous, fast-moving situations. - Proficient at navigating multiple communication platforms simultaneously including Slack, Teams, and SMS. - Reliable, responsive, and available to work 9 AM to 5 PM Eastern Time Monday through Friday. Requirements - AI Output Review and Quality Control - Review high volumes of AI-generated call transcripts and text messages for accuracy and quality. - Identify inconsistencies, errors, and edge cases that require human intervention. - Flag missing or delayed system outputs before they become escalations. - Judgment-Based Intervention - Determine the right next step when the AI encounters ambiguous or invalid situations. - Recognize when a conversation or workflow is no longer valid and act on it immediately. - Apply strong operational judgment without waiting for direction. - Escalation and Stakeholder Communication - Communicate issues clearly and concisely to internal teams and customers via Slack, Teams, and other platforms. - Structure escalations so the receiving team knows exactly what happened, what needs to happen next, and why. - Maintain professional, calm, and precise communication under time pressure. - Process and Documentation Support - Surface recurring patterns and insights to the product and operations team. - Document edge cases and contribute to improving how new scenarios are handled. - Support smooth execution of active pilots and new deployments. Benefits - You will be paid in USD (bi-monthly: every 15th and 30th). - Paid Time Off in accordance with company policy. - Observance of Holidays per company guidelines. - 100% remote setup so you can work wherever you're most productive. - Direct impact on how AI systems perform for real home care workers and agencies. - Work inside a company building meaningful infrastructure for one of healthcare's most underserved gaps. Nice to Have - Familiarity with EMR or EHR systems, training available for the right candidate. - Experience supporting operations in a healthcare or regulated environment. - Spanish or Mandarin language proficiency. - Exposure to AI tools or AI-powered products. How to Apply Please include: - Your updated resume. - A short Loom video (1 to 2 minutes) introducing yourself, describing how you manage high-volume operational tasks under time pressure, and giving an example of a time you caught and resolved a problem before it was escalated to you. Only candidates who submit a Loom video will be moved to the next step of the hiring process. Application Process Overview Our comprehensive selection process ensures we find the right fit for both you and our clients: - Initial Application - Submit your application and complete our prequalifying questions. - Video Introduction - Record a video introduction to showcase your communication skills and work experience. - Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable). - Recruitment Interview - Initial screening with our talent team. - Executive Interview - Meet with senior leadership to discuss role alignment. - Client Interview - Final interview with the client team you'd be supporting. - Background & Reference Check - Professional reference verification. - Job Offer - Successful candidates receive a formal offer to join the team. Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.

Role Description As the Customer Success & Growth Specialist, you will focus on the following: - Support Queue Management: Own the inbound sales support ticket queue, maintaining response time standards, ensuring resolution quality, and keeping open tickets to a minimum. Work predominantly through email and digital channels, maintaining accurate, up-to-date account records in Salesforce and our internal CRM. - AI Workflow Deployment & Optimization: Deploy and manage AI agent workflows to automate resolution of high-volume, routine support categories. Evaluate workflow performance, identify gaps in automated resolution, and collaborate iteratively to expand automation coverage over time. - Account Health & Retention: Monitor account health signals and proactively flag risk before it escalates. Contribute to retention reporting and surface recurring themes, product gaps, and friction points internally. - Customer Onboarding: Own the post-sale onboarding experience for new VisualCron customers, ensuring they’re set up for early success with the platform. - Expansion & Upsell Identification: Monitor for signals that a customer is ready to grow and route qualified conversations to the appropriate sales resources. Qualifications - Customer Obsession: Driven by the customer’s outcome, responding quickly and communicating clearly in a high-volume, primarily digital environment. - AI Enthusiasm & Adaptability: Excited about incorporating AI into workflows and eager to learn how automation can enhance effectiveness. - Systems Thinking: Ability to document solutions and create reusable resources to build operational infrastructure. - Analytical Mindset: Comfortable interpreting usage and engagement data to identify at-risk accounts and surface actionable insights. - Adaptability & Ownership: Thrive in motion, shifting fluidly between customer-facing and operational responsibilities. - Clear, Professional Communication: Communicate with clarity and warmth across email and in-app channels, explaining technical topics in plain language. Requirements - Get deeply familiar with VisualCron: the product, customer base, and common support categories. - Audit the current state of the support queue, including volume, ticket types, response patterns, and existing workflows. - Take full ownership of the inbound support queue. - Deploy your first AI agent workflow for routine ticket categories. - Document current-state support processes and begin building SOPs. - Establish account health monitoring practices. - Improve the onboarding experience for new customers. - Demonstrate measurable contributions to retention goals. - Expand AI automation coverage across multiple support categories. - Actively surface expansion and upsell signals. Benefits - A remote-first environment – Work from wherever you thrive in the contiguous U.S. - Everything you need to succeed – Mac or Dell laptop, $100/month connectivity stipend, monitors, and a $250 setup allowance. - Comprehensive health coverage – 100% company-paid medical, dental, and vision for you and your family, plus $1,800 annual HSA contribution. - Financial protection – 100% company-paid LTD, AD&D, and life insurance. - True flexibility – Flexible PTO and working hours that respect your life outside of work. - Time to recharge – 11 paid holidays plus two Wellness Days. - Investment in your growth – $2,500 annual professional development stipend.