Customer Support Specialist

Role Overview

As a Customer Support Specialist, you will be the primary point of contact for consumers seeking help with coverage questions, policy details, updates, purchases, and claims. You will play a key role in building trust with customers, resolving issues efficiently, and ensuring every interaction reflects SureBrights commitment to clarity and reliability. The Key responsibilities for this role are,

• Respond to consumer inquiries via email, chat, and phone in a timely, professional, and empathetic manner.
• Clearly explain coverage terms, benefits, exclusions, and eligibility in simple, easy-to-understand language.
• Help customers initiate, track, and resolve claims, coordinating internally as needed to ensure smooth outcomes.
• Assist customers with updating personal details, plan information, and account changes.
• Support direct-to-consumer (D2C) warranty sales by answering pre-purchase questions and guiding customers through the buying process.
• Document interactions accurately in internal systems and maintain detailed case notes.
• Identify recurring issues and provide feedback to product and operations teams to improve customer experience.
  
  

What Were Looking For?

• 1+ Years of experience in a customer support role
• Work Timings: 18:00 - 03:00 IST (19:30 - 04:30 Indochina Time)
• Excellent written and verbal communication skills with the ability to explain complex topics clearly and calmly.
• Strong problem-solving skills and a customer-first mindset.
• Ability to learn quickly and adapt in a fast-paced, evolving environment.
• High attention to detail and strong organizational skills.
• Comfort working with support tools, CRM systems, and internal dashboards (or willingness to learn).
• Should be comfortable with rotational weekly offs, which may fall on weekdays instead of Saturdays/Sundays, depending on team scheduling needs.
  
  

Bonus Points

• Prior experience in customer support, customer success, or operations role in e-commerce or insurance.
• Familiarity with warranty, insurance, or claims processes.
• Experience supporting D2C products or services.