Customer Support Analyst - PayGo Support Team

About the Role

Join InsurePay as a Customer Support Analyst focusing on the Pay-As-You-Go (PayGo) support team. You will be part of a distributed team supporting customers using InsurePay's unified SaaS platform, including products like TRUPAY and Payroll Connect, which combine insurance and payroll data. Your role involves assisting clients with payroll-related inquiries, investigating reporting issues, and resolving discrepancies with payroll data.

This role requires a strong understanding of payroll concepts, file structures, and workflows, and involves working with structured payroll data and tools such as Microsoft Excel. You will also engage with AI-driven support tools, automation workflows, and contribute to knowledge base improvements.

Key Responsibilities

• Deliver customer support for InsurePay’s Pay-As-You-Go ecosystem through phone, email, chat, and AI-supported channels, ensuring timely and quality responses.
• Build trusted customer partnerships through empathetic, rapid problem-solving and a deep understanding of payroll-influenced insurance billing.
• Actively relay customer feedback and trends to internal teams, including Product, Engineering, and Sales, to enhance products and services.
• Acquire in-depth knowledge of payroll processing cycles, file formats, and their role in premium calculations within the PayGo environment.
• Manage customer inquiries thoroughly, from logging and triaging to research, escalation, and resolution follow-up.
• Work cross-functionally with support peers and other departments to provide consistent, seamless customer experiences.
• Investigate complex payroll and system configuration issues and communicate findings clearly.
• Support onboarding and payroll data retrieval workflows within Payroll Connect and InsurePay Connect.
• Handle and validate structured data files such as XML and TXT and utilize tools like Excel for payroll data reconciliation.
• Participate in AI-support initiatives by improving chatbot interactions, automation workflows, and expanding knowledge bases.
• Identify recurring issues and recommend improvements to increase customer satisfaction and operational efficiency.
• Mentor junior team members and new hires by sharing domain expertise and AI support best practices as you advance.

Required Qualifications

• Bachelor’s degree or equivalent practical experience.
• 2 to 3 years of experience in customer support focused on payroll systems, payroll data, or related SaaS platforms.
• Proven ability to support business clients in payroll, financial technology, HR tech, or insurance sectors.
• Proficiency with Microsoft Excel and MS Office suite.
• Experience with collaboration tools like Microsoft Teams and ticketing platforms such as Zendesk, Salesforce, and Jira.
• Basic familiarity with structured data formats including XML, CSV, and TXT, especially in payroll or financial contexts.
• Experience working with automation, knowledge bases, or AI-assisted support technologies.

Preferred Experience

• Knowledge of workers' compensation or Pay-As-You-Go insurance billing.
• Understanding of payroll and insurance system integrations.
• Experience contributing to AI-powered support tools, chatbots, or automation projects.
• Familiarity with API integrations and payroll partner ecosystems.

Benefits

• Competitive remuneration package.
• Generous paid time off policy.
• Comprehensive medical, dental, and vision insurance coverage.
• Fully employer-paid Life and Accidental Death & Dismemberment Insurance.
• Optional long-term and short-term disability insurance.
• Fully employer-paid employee assistance program.
• Paid parental leave.
• 401(k) plan with company matching contributions.

About InsurePay

InsurePay is a fast-growing, venture-backed insurtech company providing a SaaS platform that ensures accurate insurance premium billing through integrated payments and reconciliations for agencies, carriers, and insurance technology providers. The platform enables policyholders to pay precisely for coverage needed via data-driven and timely reconciliations, supporting carrier payables, vendor payables, and claims payments integrated into back-office systems. InsurePay leads in the property and casualty market and is expanding quickly.