Customer Success Associate

Hourly, Inc. is seeking an energetic and customer-focused individual to join our team as a Customer Success Associate specializing in insurance. As part of our computer software company, you'll work with our insurance clients to help them succeed. You will be responsible for providing first-class support on our insurance software products and collaborating with our product development team to ensure customer satisfaction. Our ideal candidate will be able to handle a high volume of customer inquiries, provide insightful product feedback, and understand the customers' needs to provide comprehensive service. Responsibilities Provide exceptional customer support to payroll clients via phone, email, and chat Gather, enter, organize, and manage migration and onboarding data accurately Manage customer accounts and ensure timely onboarding through the customer success program Maintain detailed and accurate records of customer interactions, delivering data-driven insights to support business decisions Perform initial troubleshooting and triage of customer issues, escalating complex cases when necessary Proactively identify and resolve potential customer concerns before they escalate Develop and maintain expert knowledge of Hourly’s software products, payroll processes, and the insurance industry Support and process U.S.-based payroll operations with accuracy and attention to compliance requirements Communicate clearly, professionally, and effectively in both written and spoken English across all customer interactions Build strong client relationships by delivering a positive, solution-oriented customer experience Collaborate cross-functionally with internal teams to ensure customer success and satisfaction throughout the client lifecycle

1+ years of experience in customer service or customer success in the insurance industry Excellent written and verbal communication skills Demonstrated ability to work in a fast-paced environment while handling a high volume of customer inquiries Strong organizational and time-management skills Knowledge of insurance software, specifically claims management, underwriting, or rating Ability to identify customer needs and proactively address concerns Willingness to work PST Autonomy Proactivity Advanced English proficiency Excel and G-Suit

Full-time Colombian contract + prestaciones Fully remote position Prepaid healthcare plan Bonus for every referral that joins the company Academic plans