Who we are:
Welcome to Archipelago, where we're redefining the landscape of commercial property insurance with our AI-powered data network. We believe in the power of accurate information to drive meaningful business decisions and offer solutions to generate that accurate information as easily and efficiently as possible. By connecting brokers, owners, and insurers, we empower our customers to navigate the complexities of the property insurance and risk management processes with confidence.
Archipelago was founded in 2018 and serves many of the world’s largest property brokers and their clients, representing over 500 of the worlds largest and most dynamic commercial property portfolios to improve their data and better represent their risks. Archipelago has achieved Series B funding from industry-leading investment partners including Scale, Canaan Partners, Ignition Partners, Prologis Ventures, Stone Point Capital, and Zigg Capital.
Join us at Archipelago and be part of a team dedicated to transforming the commercial property insurance industry. We're seeking individuals with a passion for innovation, a commitment to excellence, and a drive to further elevate and empower our customers.
If you're ready to make a meaningful impact and be part of a dynamic, forward-thinking company, we invite you to explore our job opportunities and join us on our journey to keep data accurate and workflows seamless.
NOTE: Preferred candidates to be located in Noida, India.
Who you are:
Archipelago is seeking a Customer Support Representative to join our growing team. As a Customer Support Representative, you will assist our customers with inquiries, issues, and concerns. The ideal candidate will have excellent communication skills, a problem-solving mindset, and a customer-first attitude. You will be responsible for handling customer interactions via email or chat, ensuring customer satisfaction and retention.
You are expected to support US-based Customers within 6 business hours of receipt of Customer inquiries logged between the hours of 6:00AM – 5:00PM Pacific Standard Time, Monday through Friday (excluding holidays).
Responsibilities:
- Respond promptly to customer inquiries via chat or email.
- Provide accurate, valid, and complete information using appropriate resources.
- Resolve customer complaints efficiently while maintaining professionalism and empathy.
- Troubleshoot product or service issues and escalate complex cases to the appropriate team.
- Maintain detailed records of customer interactions and follow up as necessary.
- Collaborate with internal teams to improve customer experience and satisfaction.
- Work with Customer Success team to understand opportunities for customer education or product improvement based on Support inquiries
- Work with engineering and product team to escalate product bugs and feedback on customer experience design
- Understand software functionality, troubleshoot basic L1 issues, and determine appropriate escalations.
- Stay updated on the company's products and services.
Key Outcomes you are responsible for:
- Improve Archipelago Business Health
Key Metrics & Results to measure your success:
- 100% of L1 inquiries are resolved or escalated within SLA
Qualifications:
- Proven experience in customer service, support, or a related role.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Ability to multitask, prioritize, and manage time effectively.
- Patience and a positive attitude when handling customer concerns.
- High school diploma or equivalent; a bachelor’s degree is a plus.
Benefits:
We offer excellent benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy, balanced lives results in the best possible work performance.
*All benefits are subject to change at management’s discretion.
