Customer Success Manager - escalation handling (Hartford, CT)

Lumen Lantern Insurance sells home, auto and small-business insurance in Hartford, and we need a Customer Success Manager to lead our escalation handling. You would work closely with colleagues in operations, support and management. What you will do • Record feedback and help shape what we improve next. • Prepare simple reviews showing what the customer gets from us. • Look after a portfolio of customer accounts from setup through renewal. • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on policy renewals issues. What we are looking for • Excellent communication and follow-through. • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. Nice to have • Ability to explain technical topics simply. • Experience with customer complaints. Working arrangement • Part-time, about 20 hours a week, mornings. • On site in Hartford. • We will tell you what to expect at each step of the hiring process.