Customer Support Specialist

About SureBright

Apple Care-like warranty program for every retailer

Tech description:

We’re building an AI-native, agentic platform that powers the full warranty lifecycle: real-time plan quoting at checkout, policy issuance, automated claims intake, adjudication, and fulfillment (repair/replacement/reimbursement), plus internal tooling for operations, compliance, and finance.

The hard problems we work on:

* Agentic workflows with strong guardrails: automating high-volume decisions while preserving auditability, compliance, and a great customer experience
* Real-time dynamic pricing: combining product/merchant/context and other signals to prepare pricing dynamically
* OEM warranty understanding: LLM-based parsing of manufacturer warranties and coverage rules into machine-readable policy logic
* Claims automation: document/intake normalization, fraud/abuse signals, decisioning, vendor routing, and SLA reliability
* Deep commerce integrations: Shopify and other e-commerce/POS surfaces, plus partner APIs, built to be fast, resilient, and easy to adopt

Our stack is cloud-native and product-velocity oriented:

* TypeScript and Python across services and data/ML
* Postgres for core systems of record; Redis for caching/queues where needed
* Event-driven architecture (pub/sub style messaging) for reliability and scalability
* Data warehouse + BI for funnel, cohort, and loss analytics
* LLM + retrieval (vector search) for policy/claims reasoning and internal copilots
* CI/CD, infrastructure-as-code, and security controls designed for regulated workflows (logging, permissions, audit trails)
* AWS, Azure, Claude Code

Job description:

**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.