Overview of the role: We’re on a mission to modernize insurance, making it simpler, more accessible, and customer-first.
The insurance industry is a $1T market that has remained largely untouched by the digital revolution, and PolicyMe is here to change that.
As a remote-first, Toronto-based startup with big ambitions, we’re looking for a Customer Success Specialist to help us build the future of insurance in Canada and beyond.
As a Customer Success Specialist, you will support our customers and Advisor Team throughout the life insurance journey.
You’ll be responsible for policy servicing tasks, client communication, and helping us deliver an exceptional customer experience every step of the way.
Standard working hours are 9:00 a.
Eastern Time, with flexibility to support Pacific Time hours as business needs evolve.
What you'll be doing Manage a caseload of in-progress applications through the underwriting process Navigate tools like HubSpot and Front to complete daily task queues Coordinate and follow up on medical exam bookings with vendors and clients Order and track underwriting.
APS, MVRs) Handle inbound calls and respond to client emails Track missed payments and help clients update billing info Report underwriting decisions to the Medical Information Bureau (MIB) Process policy change requests (address updates, beneficiary changes) Maintain accurate records and submit the weekly MIB report Collaborate cross-functionally with Advisors, QA, Sales, and Customer Service Offer feedback and participate in process/tooling improvement discussions What we are looking for 1–2 years of experience in insurance, customer service, or call center roles Strong verbal and written communication in English Comfortable using multiple systems and learning new tools quickly Excellent attention to detail and ability to multitask in a fast-paced environment Empathy, patience, and a natural drive to go above and beyond for customers Integrity and r.