Customer Support Specialist

Did you know that about 10% of all insurance payouts are flowing directly into the pockets of fraudsters? The future of insurance starts with Decisions Made Better.

Shift Technology harnesses the power of AI to enable the world's leading insurance organizations to make better decisions. Our products automate and optimize decisions from underwriting to claims, resulting in increased operational efficiency, reduced costs, and superior customer experiences for millions of people around the globe.

Our culture is built on innovation, trust, and a drive to transform the insurance industry by imagining and innovating solutions that impact insurers and their customers - like you We come from more than 40 different countries and cultures and together we are creating the future of insurance.

The Delivery / Project Management team is the cornerstone of our client relationships. We anticipate risks, communicate with both external and internal parties, develop and manage implementation plans, guide roadmap execution, and assist with identifying client needs. Our team is full of top performers who are committed to client service, inspired by challenging projects, and are always on the lookout for new learning opportunities.

As a member of Shift Technology's Singapore office, and part of the APAC delivery team, your role as a Customer Support Specialist will be to manage all non-automated customer service functions in conjunction with our automated systems. You will be responsible for working directly with the users, and deliver a human-centric and helpful support experience through a consultative approach, creative problem solving, and a deep and thorough knowledge of how our system works.

**What You'll Do...**
- Identify, manage and escalate necessary customer inquiries to Tier 2, Product, Technical or the appropriate teams via a ticketing system
- Assist various tasks and inquiries from our users, including
- Managing regular and monthly payments
- Communicate thoughtful, empathetic and practical resolutions tailored to the needs of the user in a timely manner
- Perform other related duties, as appropriate to further the success of the team and needs of the users

**What You Bring...**

We work with modern technologies and always encourage our team to explore what's new in the market.

You should be familiar with the following:

- MS Office tools
- Gmail
- Existing customer support tools
- Knowledge of Jira
- Familiar with tools like Intercom and Zendesk is a plus
- Knowledge of Xero or a similar accounting system is a plus
- You have customer service experience, preferably customer support in a call center environment or customer relations role, with a technical aptitude or familiarity with software concepts
- You are customer-centric with a positive attitude. You are comfortable dealing with the pressure of delivering an excellent and service to our customers, responding to inquiries with the appropriate tone and speed
- You have excellent verbal and written communication skills, and have the ability to communicate accurately and effectively with non-technical customers and a diverse customer base
- You have excellent time management, organization and prioritization skills, can handle fluctuations in inquiry volume, and demonstrate the ability to deal with multiple requests easily
- You have a strong working ethic, is responsible, self-motivated, curious and eager to learn.
- You are an autonomous and independent individual, and can take ownership in challenging scenarios, demonstrating accountability and resilience in bringing them to resolution
- You can rigorously follow an established process, but also participate in process improvement by providing useful feedbacks and proposing better working tools and methods
- You enjoy dynamic and collaborative environments, and are comfortable with ambiguity
- You are fluent in English

**Recruitment Process**
- Talent Acquisition interview
- Hiring manager and Project Manager interview

**To support our employees at every stage of their careers and lives, we provide a competitive total rewards and benefits package. Here are the global benefits we'd like to highlight**:

- Flexible remote and hybrid working options
- Competitive Salary and a variable component tied to personal and company performance
- Company equity
- Generous PTO and paid holidays
- Parental leave opportunities
- Mental health benefits
- Paid volunteering time - 16 hours annually

Additional benefits may be offered by country - ask your recruiter for more information.
- At Shift we strive to be a diverse and inclusive workforce. We hire and trust people without regard to race, color, religion, marital status, age, national or ethnic origin, physical or mental disability, medical condition, pregnancy, genetic information, gender identity or expression, sexual orientation, or other non-merit criteria._
- Shift Technology does not accept unsolicited CVs from recruiters or employment agencies in respons