Director of Customer Support

About BriteCore

BriteCore is a leading cloud-native core insurance software platform for Property & Casualty Insurers. Our software unlocks business growth, delivers greater productivity, and provides an intuitive customer experience to a large and rapidly modernizing industry. With the BriteCore Software Platform, insurers easily administer policies, manage billing and claims, rapidly configure new products, and access detailed reporting and analytics in an all-in-one core system, including agent and policyholder portals.

Trusted by approximately 100 insurers across North America, BriteCore’s award-winning policy administration solution enables midsize Carriers and MGAs to efficiently manage their insurance operations and effectively compete with the largest insurers. We love great technology and insurance and it shows in every aspect of our solution.

This is a fully remote based role, however candidates must be located in the US.

Summary

The Director of Customer Support will lead our Tier 1 and Tier 2 support teams, ensuring excellent customer service via ticketing, community forum, phone, email, and video chat. We're looking for someone who excels in building customer relationships, has enterprise engineering experience, and has led and grown software support teams. If you're ready to make an impact and thrive in a dynamic environment, we’d like to chat with you.

What you’ll do 

Lead and Inspire: Manage and develop a team (approx 10) of Support Engineers. You will hire new and mentor existing staff 

Build a Winning Culture: Create a fun, collaborative team culture that encourages continuous improvement and high performance

Streamline Processes: Develop and implement best practices, policies, and procedures to make our Support Engineers more efficient and effective

Optimize Support Tools: Manage and get the most out of our support tools, including Zendesk, community forums, phone, email, and video chat

Innovate for Better Experiences: Identify and leverage new technologies to enhance our customers' experience and satisfaction

Champion Customer Needs: Be the voice of the customer within our organization, advocating for their needs and turning their feedback into action

Master P&C Insurance: Deep dive into Property & Casualty (P&C) insurance and BriteCore, becoming an expert in the platform's use and configuration

Team Up with Product and Engineering: Collaborate with the product and engineering teams to tackle recurring technical issues and collaborate on product enhancements

What you’ll bring

• Bachelor’s Degree in Computer Science or related field
• 10+ years of experience in the SaaS space
• 5+ years of experience leading large, distributed teams
• 4+ years of experience managing customer-facing software support teams
• 3+ years of Python experience developing scalable backend solutions for enterprise SaaS
• Expert MySQL skills in query execution and data analysis
• Skilled in UNIX environment, handling administration, debugging, monitoring, and maintenance tasks
• Hands-on experience working with APIs, web technology and AWS Cloud Infrastructure

• Excellent verbal and written communication skills
• Scrappy, comfortable working in a fast-paced startup environment and learning as you go

Bonus points

• Experience working at a startup company
• Experience working in the P&C Insurtech space

Life at BriteCore

We take pride in our dynamic, diverse team, unified by shared values of community, integrity, grit and impact. We love what we do and the people we do it with, which is why we welcome every individual, provide them with equal opportunity irrespective of their race, color, national origin, religion, age, gender identity, sexual orientation, veteran, disability or any other legally protected rights that one has.

We offer great benefits including: medical, dental, vision, 401K (with company match), disability coverage, unlimited PTO, fully paid parental leave and more. 

Click here learn more about our platform