• Respond to client questions through email and support channels • Set up measurement for campaigns across advertisers, agencies, and publishers • Monitor performance and troubleshoot issues before they affect reporting • Lead Zoom trainings to help clients navigate the platform and understand their campaign performance • Build spreadsheets that simplify complex datasets for reporting and insights • Support QA efforts to make sure the data going to clients is accurate • Partner with the rest of the team to improve processes as our client base grows

• Own customer issues across fiat and crypto transactions from first contact to resolution, ensuring customers get timely, accurate, and empathetic support. • Handle account, transaction, verification and product related queries while meeting agreed SLA and quality expectations. • Track recurring customer pain points, onboarding drop-offs, inactivity patterns and repeat complaints that may signal churn or low engagement. • Contribute to customer health and retention reporting by turning support interactions and behavioural patterns into useful insights. • Surface bugs, transaction failures, recurring complaints, and operational gaps quickly and clearly to the right internal teams. • Work closely with Product, Engineering and Compliance to investigate customer-impacting issues and move them to resolution. • Contribute to improvements in workflows, support content, SOPs and internal documentation based on recurring customer friction.

• Du führst Demo-Calls durch, in denen du aktiv zuhörst, die Bedürfnisse unserer Kund:innen im E-Commerce - und SaaS-Bereich verstehst und passende Lösungen ableitest • Du bearbeitest eigenverantwortlich Support-Tickets und findest schnelle, kundenorientierte Lösungen • Du arbeitest eng mit unserem Onboarding- & Automation-Team zusammen, um Kundenzufriedenheit sicherzustellen und unsere Lösungen stetig weiterzuentwickeln • Du erstellst eigenständig Content wie Blogartikel, Templates oder Hilfeseiten und unterstützt aktiv bei der Umsetzung unserer KI- & Content-Strategie.

Role Description Pledge Insurance Advisors (PIA), a Farmers Mutual Hail (FMH) company, is looking for a licensed or license-track insurance professional responsible for supporting an assigned book of business and delivering timely, accurate, and consultative service to clients. - Evaluates client requests and gathers underwriting information. - Prepares quotes and proposals. - Recommends appropriate coverage solutions under guidance. - Works with carriers, underwriters, producers, and internal team members to support: - New business - Renewals - Endorsements - Certificates - Claims coordination - Account retention Qualifications - Three or more years of insurance agency, carrier, customer success, account management, or related client service experience. - Associates or Bachelor’s degree in Risk Management, Business, Agriculture, or related field is preferred (high school diploma required). - Proficient with Microsoft Office programs, especially Outlook, Excel, and Word. - Experience with agency management systems, specifically Applied Epic, is highly desired. - Requires sound judgment, urgency, attention to detail, and the ability to apply insurance knowledge to client-specific situations. Requirements - Must obtain Property and Casualty and Crop Insurance License during the first year in position; active license preferred at hire. - Must obtain Crop insurance license within the first year in the position when required by assigned book of business. - Life and Health and/or Excess and Surplus licenses are a plus. Responsibilities - Manages day-to-day service activity for assigned accounts, including: - Client inquiries - Policy changes - Certificates - Billing matters - Claims coordination - Audits - Inspections - Cancellations - Reinstatements - Related service needs - Serves as a licensed client contact by: - Listening to client needs - Gathering exposure information - Identifying service issues - Recommending appropriate next steps within established agency standards - Prepares new business, renewal, endorsement, and account-rounding quotes using carrier portals, broker partners, and agency systems. - Assists in preparing proposals, coverage summaries, premium comparisons, applications, binders, and other client-facing materials. - Reviews policies, endorsements, binders, invoices, certificates, applications, and related documents for accuracy and consistency with client instructions. - Communicates with underwriters and carrier partners to: - Obtain quotes - Clarify underwriting requirements - Resolve eligibility questions - Secure approvals when needed - Supports producers and senior advisors in the new business and renewal process, including: - Submission preparation - Remarketing support - Proposal development - Follow-up - Identifies potential coverage gaps, cross-sell opportunities, and account-rounding opportunities and elevates recommendations to the appropriate producer or senior advisor. Company Description This position is not eligible for sponsorship for work authorization by Farmers Mutual Hail Insurance Company of Iowa. Therefore, if you will require sponsorship for work authorization now or in the future, we cannot consider your application at this time. Pledge Insurance Advisors (a subsidiary of Farmers Mutual Hail Insurance Company) does not discriminate in employment (EOE). All qualified applicants are encouraged to apply.