Client Services Representative

7 days ago

remote Vancouver BC Canada fulltime December Rival Full time
About Rival Rival Insurance Technology builds software that transforms how insurance works—through smarter workflows, better data, and a deep respect for our users. For over 30 years, we've supported Canadian brokerages with trusted tools and exceptional service. Today, we're on a journey to modernize every part of the insurance experience.Here's Why You'll Want to Build With Us Brains Meet Bots From automated workflows to smart escalation logic, we're weaving intelligent tools into every layer of support. You'll use modern systems that reduce repetitive work and help you focus on solving meaningful, real-world insurance problems. Modern Tools, Modern Thinking Our platform is evolving quickly. You'll work closely with a tech-forward team improving how brokers use software every day—and you'll have a voice in how tools are refined, documented, and delivered. Your Work Matters This isn't just a ticket queue. You'll help brokers navigate complex insurance workflows, understand system behavior, and resolve issues that directly impact their businesses. Your insights will feed into product improvements and roadmap decisions. Remote-First, People-Always We're fully remote. You'll work with thoughtful, curious humans who value clarity, trust your judgment, and care deeply about doing right by our clients. No Robots in Leadership We lead with transparency and intention. Feedback and growth conversations are ongoing, not annual. We celebrate wins, learn from mistakes, and keep things human—even on busy days.The Opportunity As a Client Services Representative, you'll be the first point of contact for clients using our broker management platform. This role is focused on technical troubleshooting and insurance workflows, helping brokers understand how the system supports policy, endorsement, billing, and operational processes. You'll act as a trusted problem-solver—connecting insurance knowledge with technical curiosity—to make complex issues feel manageable and clear.What You'll Do
  • Serve as the first point of contact for clients seeking support related to insurance workflows, system behavior, and technical issues
  • Support brokers across phone, email, and live chat with clear, proactive, and empathetic communication
  • Triage, investigate, and resolve support tickets with strong attention to detail and follow-through
  • Troubleshoot platform issues by understanding system logic, data flow, and common broker use cases
  • Identify recurring issues, gaps, or workflow challenges and share insights with product and development teams
  • Collaborate internally to test enhancements, validate fixes, and improve overall usability
  • Build strong client relationships by providing consultative, insurance-aware guidance—not just quick fixes
What You Bring
  • 2+ years of experience in a client support, help desk, or technical support role—ideally within insurance, insurtech, or SaaS
  • Working knowledge of property & casualty insurance concepts, broker workflows, or broker management systems (BMS experience is a strong asset)
  • Strong technical aptitude and curiosity—you're comfortable learning systems, troubleshooting issues, and explaining technical concepts in plain language
  • Clear, empathetic communication skills (written and verbal), especially when guiding non-technical users
  • Comfort working with support tools, ticketing systems, and Microsoft Office
  • Strong organization and prioritization skills in a fast-moving environment
  • A calm, solutions-oriented mindset and genuine desire to help clients succeed

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