Role Description We are seeking a highly organized, customer-focused, and proactive Insurance Customer Support Specialist to support clients with policy management, claims coordination, billing inquiries, and insurance-related administrative processes. This role is ideal for someone who enjoys helping clients, solving problems, maintaining organized documentation, and working in a fast-paced service-oriented environment. The ideal candidate is detail-oriented, professional, empathetic, and comfortable communicating with clients regarding insurance policies, claims, renewals, and account updates. This position plays a key role in delivering an exceptional customer experience while ensuring operational accuracy and compliance across insurance workflows. Key Responsibilities - Customer Support & Policy Assistance - Serve as a primary point of contact for client inquiries regarding: - Insurance coverage - Billing questions - Policy updates - Premium changes - Renewals - Provide clear and accurate explanations to help clients understand their policies and available options - Deliver professional, friendly, and responsive customer service across phone, email, and digital communication channels - Policy Management & Renewals - Process policy updates, endorsements, and renewals accurately - Review premium changes and assist with policy analysis - Navigate carrier rating systems and insurance platforms - Support producers and agents with policy-related administrative tasks - Ensure policy documentation remains organized, updated, and compliant - Claims Support & Documentation - Assist clients in gathering required documentation for claims processing - Coordinate with adjusters and internal teams to support timely claim resolution - Maintain organized records of claims, policy documents, and customer communications - Ensure all documentation complies with applicable insurance standards and internal procedures - Compliance & Administrative Support - Conduct policy reviews to verify accuracy and completeness of documentation - Support compliance with NAIC regulations and carrier requirements - Maintain organized digital files and customer records - Assist with operational and administrative workflows related to policy servicing and customer support - Cross-Functional Collaboration - Collaborate with: - Agents - Producers - Underwriters - Account executives - Stay updated on: - Carrier guidelines - Industry standards - New insurance products - Policy changes - Support internal communication and workflow coordination between departments Qualifications - Minimum 2+ years of experience in: - Customer support - Insurance support - Administrative support - Client-facing service roles - Previous insurance industry experience is a strong plus - Excellent written and verbal communication skills - Strong follow-up and problem-solving abilities - High attention to detail and organizational skills - Intermediate computer proficiency, including: - Microsoft Word - Excel - PowerPoint - Ability to multitask and manage priorities in a fast-paced environment - Comfortable working independently in a remote setting Preferred Qualifications - Experience with: - EzLynx - Applied CMA - Insurance agency management systems - Bilingual candidates are encouraged to apply - Previous experience supporting U.S.-based clients or insurance agencies - Familiarity with insurance compliance and documentation processes What We’re Looking For - Customer-first mindset with strong professionalism and empathy - Highly organized and detail-oriented individual - Strong communication and relationship-building skills - Proactive problem-solver with excellent follow-through - Team player comfortable collaborating across multiple departments - Someone who thrives in service-oriented and fast-moving environments What Success Looks Like - Clients receive accurate, timely, and professional support - Policies, renewals, and claims are processed efficiently and accurately - Customer records and documentation remain organized and compliant - Communication between clients, producers, and carriers remains smooth and professional - Clients feel supported, informed, and confident throughout the insurance process Benefits - Fully remote opportunity with long-term growth potential - Collaborative and supportive work environment - Exposure to U.S.-based insurance operations and workflows - Opportunity to grow within customer support and insurance operations - High-impact role supporting customer satisfaction and operational excellence

• Call outbound to existing customers to drive repeat business • Answer customer inquiries • Work closely with the Contact Centre Team to implement project initiatives • Ensure the proper processes are being followed and task deadlines are being met • Properly manage customer information utilizing internal data systems • Flexible/adaptable to constant change • Accurately communicate customer details to Franchisees

Reports to: Manager, SOC Support Location: Remote US Compensation Range: $50,000 to $65,000 base plus bonus and equity What We Do: Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact. Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection. Huntress now secures more than 5M endpoints and 11M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other. What You’ll Do: This is an entry-level role in which you will act as an intermediary between our partners/customers and our Security Operations Center (SOC) team. To facilitate effective service delivery and ensure partner satisfaction, this role requires excellent customer service and communication skills, as well as a solid understanding of cybersecurity. Responsibilities: - Provide exceptional customer support via phone, email, and chat for Huntress incident reports, escalations, and SIEM-related questions. - Ensure partner understanding by breaking down complex SOC concepts, log data, and product behavior into digestible, actionable guidance. - Lead calls with partners for high-severity or complex incidents, facilitating clear communication, documenting decisions, and aligning on next steps. - Collaborate effectively with Product Support, Security Operations Center, and other internal teams to clarify detection coverage, data gaps, and product behavior, then relay updates back to partners. - Troubleshoot product issues and provide support for other product-related requests as needed - Advocate for partner needs and provide feedback to the relevant internal teams. - Address partner security concerns with timely and informative responses. - Contribute to the development of knowledge base articles, macros, and internal runbooks based on real ticket patterns to improve consistency and efficiency across the team. What You Bring To The Team: - Demonstrated passion for cybersecurity, especially around identity compromise, phishing, incident response, and endpoint security, with a commitment to continuous learning. - Exceptional written and verbal communication skills - Ability to remain calm, empathetic, and solution-focused when supporting partners through active security incidents or when expectations and emotions are high. - Interest in developing incident management / incident commander skills, including owning the flow of information, setting clear priorities, and driving incidents to resolution. - Comfortable facilitating group discussions during high-pressure situations and capturing timelines, decisions, and action items in a structured way. - Strong ability to prioritize and manage a dynamic ticket queue, balancing urgent incident work with follow-ups and longer-running investigations. - Enthusiasm for working collaboratively across teams and keeping both internal stakeholders and partners informed as issues move through investigation and engineering. - Embraces change and excels in evolving environments, especially as products, detections, and internal processes iterate based on real-world cases. - Not afraid to ask questions, challenge assumptions, and dig into product behavior when something in a ticket doesn’t look quite right. - Strong self-awareness and the ability to work independently in a remote setting while knowing when to escalate or seek help. Would be a Plus: - MSP or Help Desk experience supporting multiple customers and managing tickets in tools like Zendesk or PSA platforms. - Microsoft 365/Entra experience, particularly around identity, mailbox behavior (e.g., inbox rules), and phishing scenarios. - Basic understanding of SIEM concepts and log analysis (event codes, search queries, correlation across data sources). - Basic understanding of networking concepts related to VPNs, IP addresses, and geo/usage anomalies. What We Offer: - 100% remote work environment - since our founding in 2015 - Generous paid time off policy, including vacation, sick time, and paid holidays - 12 weeks of paid parental leave - Highly competitive and comprehensive medical, dental, and vision benefits plans - 401(k) with a 5% contribution regardless of employee contribution - Life and Disability insurance plans - Stock options for all full-time employees - One-time $500 reimbursement for building/upgrading home office - Annual allowance for education and professional development assistance - $75 USD/month digital reimbursement - Access to the BetterUp platform for coaching, personal, and professional growth Huntress is committed to creating a culture of inclusivity where every single member of our team is valued, has a voice, and is empowered to come to work every day just as they are. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status. We do discriminate against hackers who try to exploit businesses of all sizes. Accommodations: If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to accommodations@huntresslabs.com. Please note that non-accommodation requests to this inbox will not receive a response. Huntress uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Candidate Privacy Notice for more details on our practices and your data privacy rights. #BI-Remote

• Manage, coach, and develop Account Managers to ensure performance and client satisfaction • Conduct training, performance reviews, and regular feedback sessions • Oversee onboarding of new clients and system training (ServiceSync WOM) • Support recruitment and interviews for the team • Ensure professionalism and strong client communication standards across the team • Oversee repair and maintenance service delivery for multiple clients • Act as escalation point for client issues and ensure timely resolution • Lead monthly client meetings and ongoing client check-ins • Review feedback and identify service improvement opportunities • Collaborate with Sales (solutions, pricing) and Accounting (billing accuracy, escalations) • Strengthen client relationships and identify upsell/growth opportunities • Support execution of work orders and account management needs • Manage vendor performance, expectations, and coordination • Participate in after-hours on-call rotation • Ensure quality assurance and service provider compliance • Support onboarding, vetting, and development of vendor network • Lead or support operational improvement and business growth projects • Improve workflows, processes, and service delivery standards • Address operational issues with practical solutions • Monitor account manager performance and SLA compliance • Conduct weekly team performance meetings • Prepare monthly reports on operations and performance • Support budgeting, cost control, and profitability targets (15% margin goal) • Maintain software/system oversight and participate in UAT testing • Provide performance, client, and financial updates to leadership • Support strategic planning and process improvement initiatives • Identify service gaps and recommend business growth opportunities • Coordinate closely with Accounting for accurate billing and reporting