ePayPolicy offers easier payment tools, built for insurance. ePayPolicy's products bring insurance payments up to speed for agencies, carriers, MGAs, and PFCs, with secure online payment pages, automated check processing, and payables reconciliation. 6,500 insurance companies trust ePayPolicy and our expert, live support team to handle their payments every day.

We’re based in Austin, TX, and have clients in all 50 US states and Canada. Founded in 2014, we have the support and backing of Serent Capital, one of the top private equity firms in the US that invests in high-growth software and services firms and manages over $2B in committed capital. 

Job description

We’re looking for a Customer Support Representative who is obsessed with delivering world-class service to join our vibrant company that’s growing fast. You will be a key player on our highly-rated support team, responding to customer inquiries with urgency and being available at a moment's notice when customers call for help.  

Responsibilities and Duties:

• Troubleshoot and solve customer issues in a timely manner with a positive attitude via emails, phone, live-chat, etc.
• Work alongside our Risk and Integration teams to resolve cross-functional issues.
• Assist with onboarding new customers via phone, and email.
• Identify potential product up-sell opportunities and pitch solutions to customers.
• Work on and resolve chargeback cases.
• Assist with creating content for our growing Knowledge Base. 

You may be a good fit if:

• You have at least 2 years of customer service experience at a SaaS company
• You're reliable
• You're flexible, resourceful, and thrive while working autonomously
• You're able to think on your feet and solve problems
• You can prioritize tasks and incoming requests accordingly
• You love being customer-facing and you seek to understand how we can improve and over-deliver on expectations
• You're very comfortable working in a fast-paced environment
• You're often the first to volunteer, take initiative to think about the next project, and have a real passion for service
• You're able to pick up new concepts quickly and teach others
• You're experienced working in a team environment and juggling multiple projects
• Familiarity with our industry and or banking is a plus
• You've demonstrated software on conference calls and web-sharing
• You're a pro at navigating between systems and using help desk software and tools
• You possess excellent communication and problem-solving skills
• You're patient and not easily flustered when handling tough cases

Why ePayPolicy

• Competitive salary
• Comprehensive benefits package
• 401K
• Unlimited PTO
• Company-sponsored quarterly “ePayItForward” initiatives 
• Supportive and inclusive company culture with a focus on work/life balance
• Fully-stocked kitchen
• Free lunch stipend when working onsite
• Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.)
• Huge opportunity for growth 

ePayPolicy Hiring Practice

We value diversity at ePayPolicy. The company will hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status, or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.