Customer Success Support Specialist

Customer Support Specialist

Reporting To: Manager, Customer Support

Location: Waite Park, MN | Full-Time | Non-Exempt | In-office/Hybrid (4 days in office, 1 day remote available 90 days after start date) 

Pay: $22 – $24/hour

Role Mission

This role exists to deliver on RPM's customer promise — one accurate invoice, audit-forward, stress-free — by resolving customer needs quickly and accurately over phone and email, and building the trust that drives retention.

Role Summary

The Customer Support Specialist at Reliable Premium Management is responsible for resolving customer needs quickly and accurately over phone and email, using Playbooks and SOPs alongside good judgment to know when a situation calls for structured guidance versus a more tailored response. This role is built for someone who's a clear communicator, comfortable balancing SLA-driven work with the occasional judgment call, and genuinely energized by helping a customer leave a conversation feeling taken care of.

This is a fast-paced, high-volume call environment – you’ll be one of the first voices a customer hears when they call in, moving between a steady stream of calls and emails throughout the day – so comfort with that pace matters as much as accuracy and warmth.

This role works closely with the Manager, Customer Support and Senior Specialists, partners with the Customer Onboarding team and the broader Customer Success team, and works directly with customers and payroll providers, to help deliver RPM's promise of an accurate, stress-free experience every time.

If you're energized by solving a customer's problem instead of just closing the ticket, and you believe a great customer experience starts with getting the details right, this role was built for you.

What Success Looks Like

You know you're succeeding when:

• Your phone and email quality scorecards hold at 85% or above

• SLA completion on your assigned renewals, carrier switches, endorsements, and payroll-linked issues stays consistent with team targets (95–97%)

• Invoice corrections or revisions due to your work stay at 3 or fewer per month

• Playbook and SOP timelines are met, with no unresolved escalations past deadline

• You contribute to team retention, NPS, and CES goals through consistent, accurate, and empathetic customer interactions

Key Responsibilities

Customer Support & Issue Resolution

• Provide professional, efficient support via phone and email, addressing inquiries and resolving issues on first contact where possible

• Process SLA-bound work — renewals, carrier switches, endorsements, payroll-not-linked issues, and payroll switches — within team completion targets

• Resolve customer questions and support requests using Playbooks and SOPs — using judgment to know when a situation calls for structured guidance versus a more tailored response in service of the customer

Relationship Building & Retention

• Build strong customer relationships through active listening and empathy, reducing avoidable churn

• Maintain up-to-date knowledge of RPM's products, carriers, and payroll provider processes

• Escalate to a Senior or Manager when a situation falls outside existing Playbooks and SOPs, ensuring nothing lingers past SLA

Documentation & Collaboration

• Document all customer interactions accurately and completely in HubSpot

• Collaborate with the Customer Onboarding team to ensure a clean handoff and consistent experience across the customer lifecycle

Who Thrives in This Role

This role is ideal for someone who:

• Communicates clearly and calmly with customers by phone and email

• Is comfortable following a Playbook until judgment says a situation needs something different

• Takes pride in resolving a customer's issue thoroughly, not just quickly

• Builds trust through active listening and empathy, not just accuracy

RPM Culture Principles (How This Role Shows Up)

Own the Outcome

Treats every customer interaction like the outcome — and the relationship — is personally on you.

Get Curious

Looks for the reason behind a customer's question instead of just resolving it and moving on.

Win Together

Works closely with Senior Specialists, the Customer Onboarding team, and the broader Customer Success team to keep every account on track.

Physical Demands

• Extended periods of sitting at a desk

• Extended periods of computer, keyboard, and screen use

• Ability to communicate clearly by phone and email for extended periods

• Primarily sedentary work in an office setting

• Minimal lifting

What We Offer

• Hands-on training on Dex, HubSpot, Aircall, and Airtable — no prior experience needed

• Quarterly bonus program

• 100% employer-paid medical, dental, vision, life, AD&D, and short-term disability insurance

• 401(k) with 4% company match

• Competitive paid time off

• Two paid 15-minute rest breaks daily, plus a paid 30-minute meal break

• Flexibility and trust to manage your work

• A unique, people-centered culture rooted in ownership, transparency, and learning

• Growth opportunities as the company scales

Requirements

The qualifications below describe what typically sets someone up for success in this role — they're a guide, not a strict checklist. A candidate who doesn't check every box but brings the right attitude, judgment, and drive is still encouraged to apply.

Core Capabilities

• Sound judgment — knowing when to follow the Playbook and when to escalate

• Clear, calm communication, including by phone and email

• Active listening and empathy, with a focus on reducing avoidable churn

• Comfortable in a fast-paced, high-volume call center type of environment, moving between a steady stream of calls and emails throughout the day.

• General comfort with technology — able to pick up new systems and tools independently, including in-house/proprietary platforms (Dex) beyond standard Microsoft Office Suite

Experience & Background

• Prior experience in a customer-facing role such as customer service, account management, or call center support 

• Proficiency with Microsoft Office Suite (Outlook, Word, Excel)

• Comfort with high-volume phone and email communication

• No prior experience with Dex, HubSpot, Aircall, or Airtable required — hands-on training is provided

Preferred/Highly Desirable

• Prior experience with HubSpot or a similar CRM/customer communication platform

• Experience in insurance, workers' compensation, or a related service industry

• Experience working within SLA-driven or quality-scorecard environments

Equal Employment Opportunity Statement

Reliable Premium Management (RPM) is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. RPM is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the hiring process and employment.