Customer Support Specialist

Tint enables SaaS platforms and marketplaces to unlock growth and improve profitability through embedded insurance and protection programs. We offer plug-and-play and white-labeled integrations, equipping brands we partner with a sophisticated mix of technology infrastructure, services, and deep industry expertise. We are on a mission to transform insurance from a product bought separately to a feature of brands consumers love.

Happy Tint customers include Deel, uShip, Guesty, Neighbor, BabyQuip, and CitizenShipper, among others.

We've raised $30M and are backed by world-class investors such as Y Combinator, QED, Deciens, Nyca, Plug and Play, WIN, Soma Capital, and Pioneer Fund.

As one of Tint’s early Customer Support hires, you’ll play a key role in shaping how we support our customers at a company that values Customers First: We start with the point of view of the customer in everything we do. When in doubt, we do what is best for them.

This role requires exceptional relationship building, organizational skills, attention to detail, and the ability to handle sensitive and confidential information with utmost discretion. 

• Front Line Customer Support: 
• Provide customers with accurate, valid, and complete information. 
• Respond to, route, and resolve customer inquiries in a friendly, prompt, and professional manner, properly documenting all customer interactions in the CRM. 
• Escalate issues to the appropriate internal teams for further investigation and resolution.
• Customer Feedback: 
• Collect feedback from customers and file feature/bug tickets on customer’s behalf for product and engineering teams to consider.
• Follow up with customers to ensure their issues are resolved and gather feedback on their experience.
• Advocate for the customer by providing insights and feedback to internal teams to enhance the customer experience.
• Operational Support: 
• Maintain a thorough understanding of company products, services, and policies to provide accurate information to customers.
• Identify anomalies/new issues arising from the product and proactively flag them to the right team.
• Work with the operations team to ensure that our customer service tools (phone, email, web portal) are kept up to date.
• Assist in the development and implementation of customer service policies and procedures.

This is a full-time, fully remote role. While flexible, your schedule will be set based on team coverage needs and aligned with other Customer Support representatives, generally falling within standard business hours.

• P&C License
• 3+ years of customer support experience
• 1+ years supporting the insurance industry
• Excellent verbal and written communication skills
• Proven phone contact handling and active listening skills
• Strong analytical and problem-solving skills

• Experience using Dialpad, HubSpot, Front, Google Mail/Sheets/Docs

• Past experience with Auto Mobility Insurance and/or Vacation Rental Insurance 
• Bilingual (Spanish)

• Culture is Key. Our team is remote first. We are a diverse, global team that works well together, even when we aren't in person. We are looking for self-motivated candidates who can stay motivated and focused. But don't worry, we're still social! We work collaboratively even though we are remote and travel to team and company retreats throughout the year.
• Focused on Results. We are a fast-moving small team with big goals. We need team players that feel a sense of urgency to drive meaningful results for the business. We have clear company goals and a pathway to significant growth - and this role is integral to that journey.
• Customer-first. Put yourself in the shoes of someone trying to buy our solution. We need a person who can empathize with our customers and help create strategies to continually improve the customer experience.
• Adaptability. We're still an early-stage start-up, and things change quickly. If you are energized by learning and discovering on-the-go, this will be an excellent fit for you. We are looking for open-minded candidates that adapt well to changing environments as our company grows and scales.

Tint isn’t just focused on transforming the entire insurance industry - we have ambitious goals, value merit and open communication, celebrating diversity and unique ideas. At Tint, we support your personal and professional growth by offering the below benefits:

• Flexible Working.  With team members working across time zones, we are outcome-focused and give our people the flexibility they need to do their best work.  To support flexible working, we’ll give you a stipend to get your home office dialed in and we’ll also reimburse you for co-working space memberships.
• Flexible Time Off. It's pretty simple: we don't control the days and hours that each of us works, so we're free to manage our time however we want to achieve the goals and deliverables we committed to. We have unlimited vacation time. Use it whenever you need to recharge!
• Competitive Compensation. In addition to a competitive salary, you’ll receive equity as part of your offer.  We’re all owners - when Tint succeeds, we all succeed! We also help you maximize your money by offering an FSA and a 401(k).
• Comprehensive Healthcare. Tint covers 100% of employee (and dependent!) premiums for medical, vision and dental.
• Company Retreats to Exciting Locations. We meet in person as a company twice a year to make sure we have time to connect in real life and get to have those conversations that are better done in person. These retreats are a mix of business and fun and we always choose a cool, central-ish location - think Barcelona, Playa del Carmen, Mallorca… Add on a few days of your flexible time off and you’ve *almost* got a free vacation somewhere cool!

This role is fully remote, however our ideal candidate is located in the US. Please note that at this time Tint is unable to support candidates who require employer visa sponsorship.

It is Tint’s intent to pay all employees competitive wages and salaries that are motivational, fair and equitable. The goal of Tint’s compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage employees to stay with our organization.

This role will receive a competitive base salary, benefits, and equity. The applicable salary range for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected hiring salary ranges for this role are set forth below. 

• Tier 1 (Bay Area, NYC, LA, Seattle) = $55,000 - $78,000
• Tier 2 (Boston, Austin, Chicago, Denver, San Diego, DC) = $50,000 - $72,000
• Tier 3 (Rest of the US) = $47,000 - $68,000

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

• Tint Success Traits
• The Tint Way of Work
• Pictures of our January 2023 company retreat in Mexico
• Pictures of our January 2024 Retreat in Playa del Carmen
• Series A announcement
• 2024 Will Reed Top 100 Winner

We are committed to building a diverse and inclusive company. We welcome people of different backgrounds, experiences, abilities, and perspectives. We seek to create a culture where everyone can belong because we believe that people do their best work when they can show up daily as their authentic selves.

Tint is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. Tint considers qualified applicants with criminal histories consistent with federal, state, local, and international law. In our job application procedures, Tint is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. Please let your recruiter know if you need assistance or accommodation due to a disability.