Customer Support Representative (Part-Time) @ mission-driven tech startup (remote)

About the Company
Crosstie is a workflow platform for property and casualty (P&C) insurance claims, service, and loss control. Our modular solutions help carriers, TPAs, and self-insured organizations automate work across intake, document processing, voice, claimant experience, claim intelligence, portals, loss control, and other operational workflows. Founded out of Harvard University's Innovation Lab, Crosstie is backed by General Catalyst, MassMutual Ventures, and insurance industry veterans. The company has been in production since 2020 serving organizations ranging from smaller claims teams to tier-1 carriers and multiple top-10 TPAs. Crosstie is profitable and growing fast.

About This Role
We're looking for a part-time Customer Support Representative to own our customer support inbox and make sure every customer who reaches out gets a fast, accurate, and helpful response. Our customers include claims professionals at carriers and TPAs, as well as claimants and other end users interacting with Crosstie-powered portals. You'll be the first point of contact for questions and issues, resolving what you can directly and working closely with our customer success, product, and engineering teams on anything that needs escalation. This is a great fit for someone who is organized, clear in writing, calm under pressure, and genuinely enjoys helping people get unstuck.

Responsibilities

• Monitor and manage the customer support inbox, responding to inquiries promptly and professionally within our service-level targets
• Triage incoming requests by urgency and type, and route issues to the right internal team when needed
• Troubleshoot common questions such as account access, login issues, portal navigation, and form submissions
• Investigate data to troubleshoot user-reported data issues
• Escalate bugs and technical issues to engineering with clear descriptions, screenshots, and steps to reproduce
• Follow up with customers to confirm issues are resolved and close the loop
• Track and document requests in our ticketing system, keeping records accurate and up to date
• Build and maintain help articles, response templates, and internal documentation for recurring questions
• Identify trends in support requests and share feedback with product and customer success to help improve the platform
• Handle sensitive customer and claims information with discretion and in line with our security and privacy practices

Qualifications

Required:

• Excellent written communication skills, with the ability to explain things clearly and concisely
• Comfortable troubleshooting web-based software and learning new tools quickly
• Proficiency in SQL and comfortable inspecting raw data files to trace data
• Highly organized and reliable, with strong follow-through
• Able to work independently approximately 10-20 hours per week between 9AM - 8PM ET hours (you choose your hours)

Preferred:

• 1+ years of customer support experience, ideally supporting B2B software users
• Experience supporting both business users and consumers
• Familiarity with handling personally identifiable or confidential information

Why Join Crosstie
Insurance is undergoing one of the largest technology transformations in its history, and Crosstie is helping carriers, TPAs, and self-insured organizations modernize how claims and service work gets done. In this role, you'll have a direct impact on the experience of the people who rely on our platform every day, work closely with an experienced and collaborative team, and enjoy the flexibility of a remote, part-time position with a growing company.

To Apply
Please email info at crosstietech dot com, letting us know why you believe you'd be a great fit for this opportunity.

Thanks,

Sean (Co-founder / CEO)