[Remote] Customer Success Specialist (Remote)

Note: The job is a remote job and is open to candidates in USA. PolicyMe is Canada’s leading digital insurance solution, committed to making insurance simpler and more accessible. The Customer Success Specialist will support customers and the Advisor Team throughout the life insurance journey, ensuring exceptional service and effective communication.

Responsibilities

• Manage a caseload of in-progress applications through the underwriting process
• Navigate tools like HubSpot and Front to complete daily task queues
• Coordinate and follow up on medical exam bookings with vendors and clients
• Order and track underwriting requirements (e.g. APS, MVRs)
• Handle inbound calls and respond to client emails
• Track missed payments and help clients update billing info
• Report underwriting decisions to the Medical Information Bureau (MIB)
• Process policy change requests (address updates, beneficiary changes)
• Maintain accurate records and submit the weekly MIB report
• Collaborate cross-functionally with Advisors, QA, Sales, and Customer Service
• Offer feedback and participate in process/tooling improvement discussions

Skills

• 1–2 years of experience in insurance, customer service, or call center roles
• Strong verbal and written communication in English
• Comfortable using multiple systems and learning new tools quickly
• Excellent attention to detail and ability to multitask in a fast-paced environment
• Empathy, patience, and a natural drive to go above and beyond for customers
• Integrity and reliability - someone who takes pride in doing things right
• A proactive mindset and openness to giving and receiving feedback

Benefits

• Generous PTO - 20 vacation days
• A comprehensive benefits plan with premiums paid in full by PolicyMe
• Investment in your professional development, including an L&D budget, AI tooling budget, performance reviews twice a year and ongoing feedback to ensure you reach your highest potential
• Access to stock options based on performance

Company Overview