(West Region) P&C Customer Success Representative

About Us Thimble is a leading insurtech platform for small business customers and agents. Thimble allows customers to quickly get insurance coverage by the job, month or year using its award-winning app and website.   Founded by serial entrepreneurs, Thimble works with a variety of carriers to bring the best insurance solutions to small businesses, brokers and agents. Since it was founded, Thimble has delivered more than 170,000 policies to small businesses across the United States.   Thimble was acquired by Arch Insurance, a unit of Arch Capital Group Ltd. (Nasdaq: ACGL), a publicly listed Bermuda exempted company with approximately $24.3 billion in capital at March 31, 2025. Arch, which is part of the S&P 500 Index, provides insurance, reinsurance and mortgage insurance on a worldwide basis through its wholly owned subsidiaries.   Thimble's innovative culture and technical expertise are an incredible addition to Arch Capital’s portfolio of offerings. The acquisition expands Arch’s suite of digital solutions for small business customers and brokers. Thimble will remain a separate subsidiary, working closely with the Arch Group team.    For more information, visit thimble.com.     Our Values Our unique culture is built around our six core values:   Think Wild, Act Tame Be relentlessly creative. Question everything. Get to know the rules so well, you can use them in new ways. Be the industry’s compliant radicals.   Green Means GO Act. Move forward. Learn. You can only make a decision based on the best information you have – so make it.   Own Every Detail Be ruthlessly precise. Disciplined. Sweat the small stuff.   Simplify, Simplify, Simplify Get to the point. Make it crystal clear. Cut everything else. It’s our job to make insurance easy – however hard that is for us.   Every Moment Counts Show up early and ready. Deliver on time or before. Make the most of your time, so others can make the most of theirs.   Stay Human Treat every person, and their ideas, with respect. Cherish diversity.  

About the Role  

Thimble is seeking a licensed P&C Customer Success Representative to add to our team, located on the West Coast (Pacific Time Zone). In this role, you will provide outstanding service to our customers and brokers by answering questions, handling complaints, and troubleshooting problems. This role includes assisting prospective customers with insurance and underwriting questions related to our appetite and binding policies on our platform. You will also assist with broker sales support, including new broker onboarding and ongoing broker relationships. 

The ideal Customer Service Representative can handle a high volume of emails and chats, and seeks to create a positive experience for each customer. Listening to understand the reason for their support request, addressing all questions or complaints, and providing accurate and efficient responses are all key parts of success for this role. 

Please note: Our Thimble Fridays benefit (out of office at 12:00pm local time) is subject to a different day for the Success Team. 

Roles and Responsibilities

• Become an expert with Thimble’s products and services 

• Support the onboarding process for new brokers while delivering excellent customer service 

• Provide guidance and best practices on configuring and utilizing the Thimble Broker Portal 

• Assist new and existing customers through all of their inquiries and help them find a resolution to any questions or issues they may have

• Help increase conversion by bringing valued product and insurance knowledge to the purchase experience for new customers

• Meet defined Service Level Agreements for assisting new and existing customers with service requests

• Provide excellent customer and broker support and assistance via email, chat, and phone

• Dedicated to helping the customer at all costs; you are the front line between the customer and Thimble - we want to leave a positive impression and develop a relationship that keeps the customer happy

• Assist with side projects as needed for the insurance and product teams

• Collaborate with other teams to provide feedback on customer and broker experiences 

What We’re Looking For

• A Property & Casualty Insurance license is required 

• Small commercial business insurance experience is highly preferred 

• Prior work with insurance brokers or agencies 

• Experience in a fast-paced, high-volume support or customer service environment  

• Excellent written and oral communication skills 

• Highly organized with ruthless attention to detail 

• Ability to adapt to changes and learn quickly 

• Ability to manage multiple projects simultaneously 

• Bachelor’s degree preferred 

What You’ll Do in 30 Days

• Meet the team and gain a thorough understanding of our insurance product offerings, policies, different channels, and the ways that we sell coverage  

• Shadow and train with the Broker Success and Customer Success teams  

• Become familiar with our various software (Zendesk, Omni, Jira, and more)  

• Learn Thimble’s broker base and become comfortable answering various tickets  

What You’ll Do in 60 Days

• Be completely comfortable with our suite of products and offerings  

• Be able to receive and respond to most tickets, with support from the Broker and Customer Success team  

What You’ll Do in 90 Days

• Full end-to-end product knowledge  

• Have complete ownership of your area within the team, and be fully skilled in support via email and chat 

• Be integrated with other teams and collaborate on Thimble’s projects  

Thimbler Benefits & Perks! -Fully remote company -Thimble Fridays! (out of office at 12:00pm local time) -Comprehensive health, vision, and dental coverage -401(k) auto enrollment and matching (100% of the first 3% and 50% of the next 3%) -PTO: 20 days vacation + 12 company-wide holidays + 8 floating days + 1 VTO (Volunteer Time Off) + unlimited sick time -Parental Leave: 100% paid 12 weeks + 2 weeks gradual return -Computer choice of Mac or PC -Work from home setup reimbursement -Monthly co-working space and/or child care reimbursement -Monthly ClassPass credit -Quarterly wellness reimbursement -Other health & wellness perks including: One Medical, Teladoc, Talkspace, Kindbody, and Health Advocate -Virtual events, happy hours, trivia, and fun!