Overview
As a global market leader, iPipeline combines technology, innovation, and expertise to deliver ground-breaking, award-winning software solutions that transform the life insurance, financial services, and protection industries. With one of the industry’s largest data sets, we help advisors/advisers and agents to transform paper and manual operations into a secure, seamless digital experience – from proposal to commission – so they can help better secure the financial futures of their clients. At iPipeline, you’ll play a major role in helping us to provide best-in-class, transformative solutions. We’re passionate, creative, and innovative, and together as a team, we continually strive to advance, accelerate, and expand the reach of our technology. We value different perspectives and are committed to creating an environment that embraces diverse backgrounds and fosters inclusion. We’re proud that we’ve been recognized as a repeat winner of various industry awards, demonstrating our excellence and highlighting us as a top workplace in both the US and the UK. We believe that the culture we’ve built for our nearly 900 employees around the world is exceptional -- and we’ve created a place where our employees love to come to work, every single day. Come join our team! Responsibilities
Are you an experienced Customer Support professional ready for your next challenge? Or perhaps you're a talented Customer Support Representative eager to take the next step in your career? We’re looking for someone with a positive, "can-do" attitude who thrives under pressure and can methodically manage tasks in a fast-paced environment. You should have a desire to be part of a team and work closely with the team leader on more complex tickets. Key attributes for success in this role include: The ability to manage the support queue efficiently, allocating tickets based on skill levels while handling your own case load. A proactive approach to resolving issues by engaging directly with customers and internal teams. The capability to handle customer complaints professionally and escalate appropriately when needed. A knack for identifying opportunities to improve team performance, supporting personal development, and supporting your colleagues within the team. A thirst for knowledge to maintain a deep understanding of our products, paired with the analytical skills to perform root cause analysis on complex queries. As a Technical Customer Support Adviser, you’ll be an integral part of a team driven by respect, care, and excellence. You’ll play a pivotal role in ensuring we deliver an outstanding customer experience while striving for continuous improvement. Oversee day-to-day customer service operations, ensuring timely responses to all customer inquiries via multiple channels. Resolve and take ownership of more complex support tickets to drive a successful outcome. Manage the department’s support queue, allocate tasks effectively, and contribute to achieving KPIs and SLAs. Share insights and learnings with the team to foster a culture of continuous improvement. Propose and implement process enhancements to elevate the quality of service. Act as a key escalation point for Tier 1 agents, managing high-priority cases and liaising with internal teams, senior stakeholders, and external customers. Qualifications
Self-Motivation and Enthusiasm: You’re driven to excel in your role and inspire others. Problem-Solving Confidence: You’re not afraid to ask questions and embrace learning opportunities. Time Management Expertise: You can prioritize multiple tasks effectively without compromising on quality. Professionalism and Empathy: You bring a friendly, professional demeanor to all customer interactions. Resilience and Diplomacy: You maintain composure under pressure and handle challenges gracefully. Commitment to Excellence: You’re always ready to go the extra mile to ensure customer satisfaction.
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As a global market leader, iPipeline combines technology, innovation, and expertise to deliver ground-breaking, award-winning software solutions that transform the life insurance, financial services, and protection industries. With one of the industry’s largest data sets, we help advisors/advisers and agents to transform paper and manual operations into a secure, seamless digital experience – from proposal to commission – so they can help better secure the financial futures of their clients. At iPipeline, you’ll play a major role in helping us to provide best-in-class, transformative solutions. We’re passionate, creative, and innovative, and together as a team, we continually strive to advance, accelerate, and expand the reach of our technology. We value different perspectives and are committed to creating an environment that embraces diverse backgrounds and fosters inclusion. We’re proud that we’ve been recognized as a repeat winner of various industry awards, demonstrating our excellence and highlighting us as a top workplace in both the US and the UK. We believe that the culture we’ve built for our nearly 900 employees around the world is exceptional -- and we’ve created a place where our employees love to come to work, every single day. Come join our team! Responsibilities
Are you an experienced Customer Support professional ready for your next challenge? Or perhaps you're a talented Customer Support Representative eager to take the next step in your career? We’re looking for someone with a positive, "can-do" attitude who thrives under pressure and can methodically manage tasks in a fast-paced environment. You should have a desire to be part of a team and work closely with the team leader on more complex tickets. Key attributes for success in this role include: The ability to manage the support queue efficiently, allocating tickets based on skill levels while handling your own case load. A proactive approach to resolving issues by engaging directly with customers and internal teams. The capability to handle customer complaints professionally and escalate appropriately when needed. A knack for identifying opportunities to improve team performance, supporting personal development, and supporting your colleagues within the team. A thirst for knowledge to maintain a deep understanding of our products, paired with the analytical skills to perform root cause analysis on complex queries. As a Technical Customer Support Adviser, you’ll be an integral part of a team driven by respect, care, and excellence. You’ll play a pivotal role in ensuring we deliver an outstanding customer experience while striving for continuous improvement. Oversee day-to-day customer service operations, ensuring timely responses to all customer inquiries via multiple channels. Resolve and take ownership of more complex support tickets to drive a successful outcome. Manage the department’s support queue, allocate tasks effectively, and contribute to achieving KPIs and SLAs. Share insights and learnings with the team to foster a culture of continuous improvement. Propose and implement process enhancements to elevate the quality of service. Act as a key escalation point for Tier 1 agents, managing high-priority cases and liaising with internal teams, senior stakeholders, and external customers. Qualifications
Self-Motivation and Enthusiasm: You’re driven to excel in your role and inspire others. Problem-Solving Confidence: You’re not afraid to ask questions and embrace learning opportunities. Time Management Expertise: You can prioritize multiple tasks effectively without compromising on quality. Professionalism and Empathy: You bring a friendly, professional demeanor to all customer interactions. Resilience and Diplomacy: You maintain composure under pressure and handle challenges gracefully. Commitment to Excellence: You’re always ready to go the extra mile to ensure customer satisfaction.
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