Customer Success Manager - escalation handling (remote)

Bluepeak Loom Insurance Group sells home, auto and small-business insurance in Columbus. We are hiring a Customer Success Manager to take on escalation handling. You would join a large organisation of about 968 people, working mostly from home. What you will do • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on customer complaints issues. • Look after a portfolio of customer accounts from setup through renewal. • Record feedback and help shape what we improve next. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Comfort with a CRM and simple reports. • Excellent communication and follow-through. • Two or more years in customer success, account management or service. Nice to have • Experience with claims. • Ability to explain technical topics simply. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • Fully remote, with an occasional day on site in Columbus. • Applications are reviewed on a rolling basis.