• Customer Service Representative focused on the requests of our clients regarding: Collections, quotes, shipments, deliveries, export and import processes, billing clarifications, loss or damage investigations, and general information.

• Serve as an escalation point for complex or technical customer support cases • Triage inbound issues and determine root cause (software bug vs. configuration or training issue) • Collaborate with Engineering and Product teams to report, track, and validate bugs • Provide clear, timely status updates to customers and internal stakeholders • Maintain visibility into open defects and emergent system issues • Create and deliver training materials and documentation for the Support team • Support incident response and urgent issues as needed • Utilize internal tools to investigate issues, document findings, and track progress

Role Description We’re hiring a Customer Support Specialist to handle tickets, troubleshoot issues, and improve documentation. You’ll be the voice of the customer and help reduce recurring support volume through better workflows and content. Qualifications - 1–3 years in SaaS support / technical support / customer success - Excellent written English and structured communication - Strong problem-solving and ownership mindset - Comfortable learning technical concepts and product workflows - Experience with Zendesk/Intercom/Freshdesk (or similar) is a plus Requirements - Resolve customer questions via email/chat with high quality and speed - Troubleshoot issues, reproduce bugs, and create clear bug reports - Escalate technical issues and coordinate with Engineering/Product - Improve help-center articles, macros, and internal playbooks - Identify patterns and propose product/process improvements Company Description We’re a software company focused on helping customers succeed with a reliable product and an excellent support experience. We value speed, clarity, empathy, and ownership.

• Provide exceptional customer support on Sedgwick’s primary temporary housing line. • Serve as a working team lead responsible for daily operational oversight, task delegation, and frontline leadership. • Support policyholders, adjusters, hotels, and partners with housing-related inquiries. • Assist with inbound calls, hotel bookings and extensions, billing-related questions, and administrative functions. • Act as the primary decision-maker during assigned shifts. • Support escalation management and monitor real-time volume. • Actively perform all customer service duties alongside the team. • Accurately and efficiently enter new housing claims into internal systems. • Monitor inbound email queues for claim questions, approvals, and new housing requests. • Extend hotel stays for clients currently in-house and book hotels when necessary. • Audit hotel folios and related claims for billing accuracy, compliance, and documentation. • Manage IVR call flow and routing based on real-time call volume. • Motivate team members to meet productivity and quality metrics.