This role serves as the connector for customer success with responsibilities to onboard/offboard agencies, ensuring they are using the self-service tools for easier support, and coordinating our systems to match when our customers change. In addition this team will assist with backoffice tasks as needed that can include agency document requests and troubleshooting questions regarding agency commissions.
How You’ll Do ItResolve customer emails requests (cases) with accuracy and timeliness:
- Provide specific assistance related to agency commission questions and common issues, such as account updates and financial information.
- Manage final resolution for specific document requests that generate from other teams.
Assist customers with technical issues & pursue long-term internal solutions when possible:
- Assist customers with technical issues, working with Engineering to represent and troubleshoot the immediate issue while also identifying broader trends and opportunities to leadership.
Ensure technical success for agencies:
- Support new agency partner setup that can include CRM and portal configurations, as well as reverse engineering for offboarding steps.
- Assist with the set of tasks to change business relationships across agencies (consolidation or restructure).
- Manage headcount process ensuring data alignment, accurate job descriptions, and process continuity.
General customer support:
- Assist other teams with similar customer case and phone support as needed .
The use of AI in Application Review: To support a fair, efficient, and consistent hiring process, we use AI-powered tools to assist in the initial screening of applications. These tools help us identify qualifications and prior work experiences that align with the requirements of the role. All AI-reviewed applications are still subject to human oversight and decision-making at multiple stages of the process. By submitting your application, you acknowledge and consent to Pie utilizing these AI technologies to assist in our evaluation process.
The Right StuffEducational Background:
- High school diploma or equivalent experience is required.
Experience:
- 1 year working in Pie's systems and processes is highly preferred.
- 1 year in a high-volume customer contact environment preferred.
- 8 months working in Pie's systems and processes is highly preferred.
- Emerging ability to apply analytical and critical thinking skills for roles when required.
- Ability to solve simple problems within the team with guidance and apply creativity and challenge the status quo.
- Emerging ability to consider the needs of others on the team while working with others on projects in a productive fashion to accomplish the team goals. Ability to develop and sustain collaborative working relationships and fully commit to a decision once it's made.
- G-Suite Tools, Salesforce, Collaboration tools (slack is preferred), basic office machines
- Basic self-direction and responsibility for own tasks, deliverables and timelines
- Regular attendance and punctuality are essential requirements for this role. Success in this position relies on the ability to adhere to a consistent work schedule and meet attendance expectations. Dependability in this area ensures team collaboration, supports operational effectiveness, and delivers exceptional service to our customers.
The use of AI in Application Review: To support a fair, efficient, and consistent hiring process, we use AI-powered tools to assist in the initial screening of applications. These tools help us identify qualifications and prior work experiences that align with the requirements of the role. We may also use AI assistant video tools during interviews to support note-taking and candidate evaluation. All AI-powered outputs are still subject to human oversight and decision-making at multiple stages of the process. By submitting your application, you acknowledge and consent to Pie utilizing these AI technologies to assist in our evaluation process.
- Competitive cash compensation
- Comprehensive health plans
- Generous PTO
- Future focused 401k match
- Generous parental and caregiver leave
- Our core values are more than just a poster on the wall; they’re tangibly reflected in our work
Making every part of working with us "Easy as Pie" - including our offer process. When we find someone we'd like as a Pie-oneer (a member of our team), we move quickly to put together a fair offer based on your skills, experience, location, and compensation expectations.
Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members.
Location InformationUnless otherwise specified, this role is remote. Remote team members must live and work in the United States (territories excluded) and have access to reliable, high-speed internet.
Additional InformationPie Insurance is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.
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Pie Insurance is committed to protecting your personal data. Please review our Privacy Policy.
Safety First: Pie Insurance is committed to your security during the recruitment process. We will never ask you for credit card information or ask you to purchase any equipment during our interview or onboarding process.
Pie Named to 2025 America's Best Startup Employers
Pie Insurance 2025 State of Workplace Safety Report
Skills Required
- High school diploma or equivalent
- 1 year working in Pie's systems and processes
- 8 months working in Pie's systems and processes
- 1 year in a high-volume customer contact environment
- Experience with G-Suite Tools
- Experience with Salesforce
- Experience with collaboration tools (Slack preferred)
- Familiarity with basic office machines
- Emerging analytical and critical thinking skills
- Ability to solve simple problems, apply creativity and challenge the status quo
- Ability to develop and sustain collaborative working relationships and commit to team decisions
- Basic self-direction and responsibility for own tasks, deliverables and timelines
- Regular attendance and punctuality
- Must live and work in the United States and have access to reliable, high-speed internet
- Ability to support agency partner setup including CRM and portal configurations and onboarding/offboarding
What the Team is Saying
Pie Insurance Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is employer-paid for full-time employees with day-one eligibility, extending to medical, dental, and vision, and paired with HSA/FSA options. The employer also contributes to health savings accounts, reinforcing the core medical offering.
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Parental & Family Support — Parental leave is paid at 100% for the first three months with a generous return-to-work plan, and separate caregiver leave is provided. These programs are explicitly highlighted as part of the benefits package.
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Leave & Time Off Breadth — Paid time off is described as generous, and employees can choose remote, hybrid, or in‑office arrangements. This signals breadth in time-away alongside location flexibility.
Pie Insurance Insights
What We Do
Pie is transforming small business insurance. Our team of seasoned technology and insurance experts are on a mission to empower small businesses to thrive by making insurance affordable and as easy as pie.
Why Work With Us
Our team of seasoned technology and insurance experts is on a mission to make insurance less expensive, simpler, and more transparent for small business owners. In the process, we’re creating a workplace where people thrive and ideas become actions.
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Remote Workspace
Employees work remotely.
As a fully remote company, Pie supports our Pie-oneers in working in a U.S. location that’s best for them.
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