[Remote] Customer Support Specialist (Remote, U.S.)

Note: The job is a remote job and is open to candidates in USA. Momentum AMP is hiring a Customer Support Specialist to help independent insurance agencies use its platform effectively. The role handles customer inquiries, troubleshoots product issues, collaborates with internal teams, and helps improve support processes and customer experience.

Responsibilities

• Respond to and manage support tickets through chat, phone, and email with accuracy and professionalism
• Troubleshoot and resolve SaaS product issues related to the Momentum AMP platform
• Log all activity in Freshdesk and maintain complete, accurate client histories
• Partner with onboarding, training, and product teams to resolve complex issues quickly
• Spot recurring problems and share insights that improve our systems and customer experience
• Contribute to internal knowledge resources and refine canned responses for efficiency
• Meet or exceed response and resolution time SLAs
• Maintain high standards for customer satisfaction and quality assurance

Skills

• 2+ years in SaaS or tech support, ideally in a B2B environment
• Strong written and verbal communication skills
• A genuine knack for troubleshooting and helping people with web-based software. A true talent for troubleshooting and supporting users with web-based software
• Familiarity with Freshdesk, Slack, Zoom, and Google Workspace
• Ability to work independently in a fast-paced, remote-first team
• Experience in insurance or with AMS platforms (e.g., Momentum AMP or NowCerts)

Benefits

• Remote-first team culture
• Ongoing training
• Mentorship
• Professional development
• Modern tools

Company Overview