Customer Support Specialist

| Cambridge | Remote
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EverQuote Customer Support Specialist

 The Customer Support Team is an essential part of our Customer Success organization. You will be an integral part of our Customer Success team and will be tasked with thinking critically and creatively about how to best support our clients to drive their business success with our support.
YOU WILL:

  • Handle inbound calls and emails, building and maintaining strong relationships with our client base.
  • Respond to inbound client inquiries for user support while providing best in class service to our Agents.
  • Interact directly with our customers to answer questions, resolve issues quickly, offer product education, provide qualitative and quantitative feedback for our CS, Sales, and Product Teams, and aid in our efforts to retain our customers.

YOU ARE:

  • Someone who starts every single day with energy and enthusiasm.
  • Customer centric. You know what’s right for our customers and our company and will lobby to ensure both needs are met - even if it means digging deep to find creative solutions.
  • You love to solve problems.
  • Respectful of the trust our customers place in EverQuote's products and brand. You value your integrity as a professional.
  • Adaptable! You enjoy the flexibility and challenges that come with a script free environment.
  • Self-motivated.
  • Excited to work for an award-winning technology company that is a pioneer in the insurance tech space.
  • Continuously learning. You thrive on the opportunity to continually grow and improve. You are not only receptive to feedback, but you actively seek it, and look for ways to implement it.
  • Interested in wearing a suit to work. Just kidding! Please don’t, we’re completely casual here.

YOU HAVE:

  • It’s certainly not mandatory, but we do appreciate any relevant experience in a customer support environment.
  • Experience using customer support software such as Zendesk or Salesforce a huge plus.
  • Ability to take 40+ calls a day.
  • Excellent interpersonal and communication skills.
  • A passion for helping people succeed, including your peers, combined with a competitive edge and positive attitude.
  • A sense of urgency and accountability.
  • Experience working on a team and the ability and desire to collaborate effectively.

WHY EVERQUOTE?

  • Having recently become a publicly traded company, and one of the fastest growing companies in Boston history, the sky is the limit.
  • Our company is profitable & established. A “startup culture” without “startup anxiety.” 
  • We employ completely data-driven decision-making
  • We encourage creative thinking, independent responsibilities for business results & team collaboration
  • Lunch catering to the office, company outings to local restaurants, day trips, and more
  • We offer competitive salaries, a best in class benefits package including fully paid health/dental, incredible training, equity and unlimited PTO, as well as a relaxed & flexible work environment
  • We have lives outside of work. We are musicians, athletes, filmmakers, gamers, authors, and more.

 "EverQuote (Nasdaq: EVER) makes insurance shopping easy, efficient and personal, saving consumers and insurance providers time and money.  We operate the largest online marketplace for insurance shopping in the United States. Our goal is to reshape insurance shopping for consumers and improve the way insurance providers attract and connect with customers as insurance shopping continues to shift online."

The Customer Support Team is an essential part of our Customer Success organization. You will be an integral part of our Customer Success team and will be tasked with thinking critically and creatively about how to best support our clients to drive their business success with our support. 
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Technology we use

  • Product
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement

Location

We're located in the Kendall Square area of Cambridge, MA. Surrounded by great food, fun places for outings and easily accessible for any commute.

An Insider's view of EverQuote

How would you describe the company’s work-life balance?

The reality is career success means little without a healthy balance of life outside of work. At EQ, it has meant reminding each other that whatever we can get done in a day is good enough. Some may be able to do more based on their situation and some won’t. The key is creating safe spaces to be honest, and open to give and receive support.

Alexander Grant

Quality Manager

How do you collaborate with other teams in the company?

I shoot a slack to someone or set up a meeting if it's a more complex problem I'm trying to solve. Typically, everyone is eager to help and put their heads together to solve the problem at hand!

Clara Hunnewell

Manager, SEM and Analytics

How does the company support your career growth?

At EverQuote, I've been able to grow from "intern" to "director of engineering" with lots of mentorship. Leadership sets clear expectations, provides actionable feedback, and creates real opportunities. EverQuote has sponsored formal management training for me, and I have a personal development plan that aligns with my goals beyond my tenure at EQ.

Ian Naval

Director, Ad Engineering

What’s the vibe like in the office?

The vibe is very upbeat and collaborative. Everyone is truly willing and happy to help each other out, support is just a desk away! Outbursts of laughter are the norm throughout the day which lends to a positive feel, but there are also quiet spaces to escape to when needed. I am very much looking forward to days back in the office down the road.

Brianna Shea

Agency Business Consultant

What are EverQuote Perks + Benefits

EverQuote Benefits Overview

E

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Acme's health insurance policy covers up to 100% of out of pocket expenses.
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Semi-annually.
Free Daily Meals
We provide free breakfast on Monday, Tuesday, Wednesday, Thursday, Friday. Employees get free lunch on Tuesday.
Game Room
Our game room includes Foosball.
Stocked Kitchen
Some Meals Provided
We provide free breakfast on Monday, Tuesday, Wednesday, Thursday, Friday. Employees get free lunch on Tuesday.
Happy Hours
Happy hours are hosted On occasion .
Parking
We offer employees A parking subsidy.
Recreational Clubs
Professional Development Benefits
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
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