Platform Success Specialist II-2

Job Summary:

This role is a proactive, customer-facing role focused on ensuring users achieve their desired outcomes, driving product adoption, and fostering long-term retention. The PSSs manage the post-sale journey, handling new user walkthroughs and troubleshooting, while identifying opportunities to educate on best practices and feature solutions.

Let’s talk job responsibilities:

• Guiding new users through account setup and providing training to ensure immediate product value.
• Handling complex technical inquiries, addressing user complaints, and coordinating with internal teams for resolutions.
• Building rapport and acting as a trusted advisor to increase customer satisfaction and loyalty.
• Act as the Voice of the Customer (VOC) by reporting user feedback to identify opportunities for improvement and providing insights into management.
• Contribute to a culture of amazing agent experiences as part of the Integrity Platform Success team.
• Respond to support inquiries accurately and efficiently via phone, email or chat.
• Assisting Team Leads with data, analytics, quality assurance, or training projects and tasks.
• Attending live webinars to help facilitate discussion and answer questions in real time.
• Other duties as assigned by your leader.

Your experience and skills:

• High School Diploma or GED required, Bachelor’s degree in related field preferred
• 2-4 years of Customer Success/Support experience or other related experience
• Experience with CRM or service ticketing systems (Zendesk, FreshService, FreshChat, Salesforce, Hubspot, etc)
• Proficiency to navigate multiple technology platforms and apps
• Proficient in English (written and verbal)
• Knowledge of industry standards (insurance, SaaS, and Integrity Products)
• Skilled in problem solving and attention to detail
• Skilled in communication (written and verbal)
• Skilled in de-escalation
• Skilled in applying a customer-focused and analytical mindset
• Skilled in B2C sales tactics
• Ability to empathize with the customer
• Ability to build positive relationships
• Ability to multitask and quickly adapt to evolving environments
• Ability to analyze data and apply critical thinking while identifying opportunities to cross-sell/upsell products and features

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.