SureBright
Apple Care-like warranty program for every retailer
Customer Support Specialist
About the role
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.
About SureBright
SureBright is building the world’s first AI-native, agentic warranty company. We power extended warranties and shipping protection for merchants, and we’re redesigning the entire post-purchase experience so customers get fast, fair, and transparent outcomes when something goes wrong.
Our north stars are merchant/partner experience and customer experience, and we obsess over building systems that increase trust while improving unit economics.
We move fast, ship constantly, and take ownership. If you want to work on hard problems at the intersection of commerce, risk, operations, and AI, and build category-defining infrastructure from scratch - you’ll fit right in.
