Customer Support Specialist (L1 Insurance Support)

About the role

We are looking for a compassionate Customer Support Specialist to provide first‑line (L1) assistance to insurance clients who may be dealing with sensitive personal situations. The role requires strong empathy, active listening, and the ability to maintain professionalism while delivering a high‑quality customer experience.

Key responsibilities

• Serve as the initial point of contact for insurance clients, handling L1 support inquiries.
• Create, update, track, and manage support tickets accurately.
• Perform basic triage, resolve straightforward issues, and escalate complex cases as needed.
• Ensure compliance with Service Level Agreements (SLAs) and monitor support metrics.
• Communicate updates clearly with clients and internal stakeholders.
• Maintain punctuality, reliability, and accountability in daily operations.

Required profile

• Advanced to bilingual English proficiency with excellent verbal communication.
• Previous experience in customer service, contact centre, or similar client‑facing roles.
• Familiarity with ticketing systems and basic incident tracking.
• Ability to work independently while collaborating effectively with a team.
• Availability to work the scheduled shift aligned with U.S. business hours.

Required skills

• Microsoft Excel
• Microsoft Word
• Ticketing system usage
• Basic incident tracking and service request management