What are the responsibilities and job description for the Customer Support Lead position at CoverForce?
About CoverForce
At CoverForce, we're redefining how insurance is bought and sold. Our mission is simple: to make business insurance faster, easier, and fully digital. Thousands of insurance agents and corporate customers rely on our platform to streamline quoting, comparing, and purchasing policies.
We partner with leading insurers like Travelers, Liberty Mutual, and Chubb to reduce underwriting and sales time by 60%, setting a new standard for efficiency in the industry.
Our Solutions Power The Future Of Insurance Distribution
✅ Quote & Bind Platform – Used by Top 100 insurance distributors to generate quotes instantly and eliminate paperwork.
✅ Embedded Commercial Product – Enables platforms like Walmart, Gusto, and Uber to embed business insurance seamlessly into their customer journeys.
✅ Insurance’s API Layer – We’re building the Plaid of commercial insurance, providing frictionless access to policies through APIs and modern software.
CoverForce is growing fast, and now is the time to build, scale, and strengthen our customer success organization to support our next phase of growth.
About The Role
We’re looking for a customer-obsessed, highly detailed and operationally minded Customer Support Lead to join our growing team. This role is ideal for someone who thrives on learning quickly, solving problems, and delivering an exceptional customer experience. Commercial insurance is a complex industry, and success in this role requires curiosity, drive, and the ability to quickly absorb and master new concepts.
If you’re excited about becoming a subject-matter expert, mastering a challenging industry, and contributing meaningfully to how our product and support foundation evolves, this is your opportunity. You’ll help customers navigate powerful technology in a traditional space, becoming a trusted partner who ensures every user gets value from the platform.
This position is based in-person in New York City or Denver.
What You’ll Do
At CoverForce, we're redefining how insurance is bought and sold. Our mission is simple: to make business insurance faster, easier, and fully digital. Thousands of insurance agents and corporate customers rely on our platform to streamline quoting, comparing, and purchasing policies.
We partner with leading insurers like Travelers, Liberty Mutual, and Chubb to reduce underwriting and sales time by 60%, setting a new standard for efficiency in the industry.
Our Solutions Power The Future Of Insurance Distribution
✅ Quote & Bind Platform – Used by Top 100 insurance distributors to generate quotes instantly and eliminate paperwork.
✅ Embedded Commercial Product – Enables platforms like Walmart, Gusto, and Uber to embed business insurance seamlessly into their customer journeys.
✅ Insurance’s API Layer – We’re building the Plaid of commercial insurance, providing frictionless access to policies through APIs and modern software.
CoverForce is growing fast, and now is the time to build, scale, and strengthen our customer success organization to support our next phase of growth.
About The Role
We’re looking for a customer-obsessed, highly detailed and operationally minded Customer Support Lead to join our growing team. This role is ideal for someone who thrives on learning quickly, solving problems, and delivering an exceptional customer experience. Commercial insurance is a complex industry, and success in this role requires curiosity, drive, and the ability to quickly absorb and master new concepts.
If you’re excited about becoming a subject-matter expert, mastering a challenging industry, and contributing meaningfully to how our product and support foundation evolves, this is your opportunity. You’ll help customers navigate powerful technology in a traditional space, becoming a trusted partner who ensures every user gets value from the platform.
This position is based in-person in New York City or Denver.
What You’ll Do
- Serve as the first line of support for customer inquiries, troubleshooting issues, re-rerouting, and escalating when needed.
- Build meaningful relationships with customers that drive adoption, retention, and satisfaction.
- Own the support workflow, identifying recurring issues and inefficiencies, and confidently recommend improvements to streamline support operations and customer experience.
- Surface bugs, usability issues, product gaps, and customer friction points — and collaborate cross-functionally to fix them.
- Support enterprise customer onboarding and implementations by guiding new users through setup and training.
- Create and maintain knowledge base articles, FAQs, and training materials.
- Occasional, optional travel to industry conferences or company events to support customer engagement and deepen industry knowledge.
- 2 years of experience in customer success, support, or a client-facing role.
- Naturally friendly and approachable, with a customer-first mindset that makes users feel heard and supported that reflects well on the CoverForce brand.
- Highly organized with strong time-management skills, able to prioritize effectively and work smarter, not harder.
- Excellent communication and problem-solving skills, with the ability to explain complex ideas simply.
- Demonstrated ability to improve an existing process, workflow, or product experience — even in a small way — and make it more efficient or scalable.
- Strong learning agility, curiosity, and enthusiasm for mastering a complicated industry with nuanced customer personas and distribution channels.
- Comfort working in a fast-paced startup environment where priorities may shift.
- A team player with a proactive, can-do attitude and eagerness to learn.
- Experience in insurance is a plus - but not required.
- Join a fast-growing insurtech startup backed by leading investors.
- Be part of a team that is shaping the future of commercial insurance.
- Real opportunities for growth and leadership, supported by mentorship and hands-on guidance.
- Work on challenging problems with real-world impact.
- Competitive compensation, equity, and benefits package.
- Competitive cash and equity compensation package.
- Full healthcare, dental, and vision benefits for employees and their families.
- Unlimited PTO.
- Monthly in-person meetups (on the company).
- Parental leave for all kinds of parents (including adoption and foster care).
- Hybrid work environment (3 days in office).
Salary : $70,000 - $110,000