CS Specialist, Service Support Team

Pie's mission is to empower small businesses to thrive by making commercial insurance affordable and as easy as pie. We leverage technology to transform how small businesses buy and experience commercial insurance.

Like our small business customers, we are a diverse team of builders, dreamers, and entrepreneurs who are driven by core values and operating principles that guide every decision we make.

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 it

Resolve 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 right stuff

Educational 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
• 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
• G-Suite Tools, Salesforce, Collaboration tools (Slack preferred), basic office machines
• Basic self-direction and responsibility for own tasks, deliverables and timelines

Good to know

Base Compensation Range: $21 - $25 USD/hour

Compensation & Benefits: Competitive cash compensation, comprehensive health plans, generous PTO, future focused 401k match, generous parental and caregiver leave. Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members.

Unless 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.

Pie Insurance's mission is to empower small businesses to thrive by making commercial insurance affordable and as easy as pie, leveraging technology to transform how small businesses buy and experience commercial insurance. Pie was named to the 2025 list of America's Best Startup Employers.