Platform Success Specialist

Job Title

This role is a hands-on leadership role focused on ensuring team members have the support and resources needed to attend to user requests. The PSLs manage high-level or complex requests requiring expert knowledge and experience while guiding internal team members on best practices. Team Leads will specialize in Quality Assurance & Training, Data & Analytics, or Escalations.

Responsibilities

• Handling highly complex technical inquiries, addressing user complaints, and coordinating with internal teams for resolutions.
• Building rapport with Partner Agencies and acting as a trusted advisor to increase partnership satisfaction and loyalty.
• Act as the Voice of the Customer (VOC) by analyzing trending user feedback to identify opportunities for improvement and providing insights to cross-functional collaborative teams.
• Contribute to a culture of amazing employee experiences as part of the Integrity Platform Success leadership team.
• Respond to support inquiries accurately and efficiently via phone, email or chat.
• Specialize in one of the following areas: Quality Assurance & Training, Data & Analytics, or Escalations.
• Daily tasks by specialization may include monitoring support communications for quality assurance and accuracy, reviewing and analyzing credit requests and trends, processing carrier mapping requests, data integration, generating API tokens and credentials, attending to escalated requests, and shift supervision.
• Attending nationwide Partner Events to promote the IntegrityCONNECT Suite of Products.
• Hosting ongoing live webinar trainings.
• Other duties as assigned by your leader

Position Requirements (Knowledge, Skills, and Abilities)

• Proficient in Microsoft Office (Excel, PowerPoint, Word, Outlook, Teams)
• Proficient in English (written and verbal)
• Expert knowledge of industry standards (insurance, SaaS, and Integrity Products)
• Knowledge of data integration and APIs
• Skilled in problem solving and attention to detail
• Skilled in communication (written and verbal)
• Proficiently skilled in de-escalation
• Skilled in B2B account management/sales techniques
• Ability to train, coach, or mentor team of 3-5 individuals
• Ability to effectively manage projects
• Ability to maintain efficiency through organization
• Ability to collaborate with cross-functional teams

Experience

• Prior Customer Success/Support experience is required
• Proficient with CRM or service ticketing systems (Zendesk, FreshService, FreshChat, Salesforce, Hubspot, etc)
• Leadership experience is preferred

Education

• High School Diploma or GED required
• Bachelor's degree in related field preferred

About Integrity

Integrity is one of the nation's leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead.

Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you'll love, and we'll love you back. We're proud of the work we do and the culture we've built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind.

Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are — in person, over the phone or online. Integrity's employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.

Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.