Customer Operations Specialist, Hi Marley
2 days a week in office
Communication platform for the insurance industry
Be an early applicant
Communication platform for the insurance industry
101-200 employees
Be an early applicant
2 days a week in office
101-200 employees
Company mission
To provide the insurance ecosystem with a comprehensive communication platform.
Role
Who you are
- 1–3 years of experience in customer operations, sales operations, CS support, or a related SaaS/tech role. It is a plus if you have experience in P&C insurance or Insurtech
- Strong analytical skills — you love tracking details, spotting patterns, and simplifying the complex
- Proficiency with systems like Salesforce, Looker, and (ideally) a CS platform (e.g., Gainsight, Catalyst). SQL skills to run queries to support reporting
- Experience managing internal documentation or light projects
- A self-starter mindset with strong prioritization and communication skills
- Comfort collaborating across teams and adapting in a fast-paced, evolving environment
What the job involves
- Hi Marley is looking for a detail-oriented, organized, and proactive Customer Operations Specialist to join our growing Customer team. This role is an exciting opportunity to directly impact how we support our carrier partners with data and reporting, streamlining internal tools and practices, and ensuring our customer-facing teams are equipped to deliver exceptional experiences
- You’ll work across teams to maintain operational excellence, manage internal projects, and contribute to strategic improvements that drive measurable results for our customers
- Calculate, monitor, and report on key customer health metrics for strategic accounts
- Build reporting cadences and tools that enable CSMs to proactively manage customer relationships. Support exec-level reporting for customer-facing teams
- Support internal tooling and systems setup (e.g., Salesforce triggers, Looker for business intelligence, CS platform configuration). Help scale our customer operations infrastructure as we grow
- Support customer initiatives alongside Customer Success Managers
- Maintain and improve documentation including process guides, templates, and SOPs
- Act as a go-to operational resource for the Customer team
- This is a high-visibility, high-impact role at the heart of how we scale our most strategic relationships. You’ll get to work closely with leadership and gain exposure to customer strategy, systems, and metrics — while playing a key part in shaping how we operationalize success
Our take
The insurance industry can be notoriously frustrating for policyholders during the claims process, with a reported 40% of people considering a switch of insurers following a claim. This is the outcome that Hi Marley wants to help carriers avoid.
The company uses an AI-enabled communication platform designed to allow insurance carriers and their partners to talk to policyholders in real time via simple text messaging. This ultimately gives carriers more opportunities to satisfy and retain their customers.
Hi Marley has enjoyed rapid in recent years, with a quadrupling of its user base. It has also more than doubled the number of carriers using its platform, which now include the likes of American Family, MetLife, Auto-Owners, Erie, and MAPFRE. Improvements such as the addition of a suite of collaborative tools to its platform seem likely to help it maintain its edge in the market.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2023
$12m
SERIES B
Mar 2021
$25m
SERIES B
Total funding: $62.5m
Company benefits
- Full benefits package including parental leave, a matching 401k program, and medical, dental, vision, disability, and life insurance
- Open vacation policy - we all work hard and take time for ourselves when we need it
- Generous stock options - we all get to own a piece of what we’re building
- A fun, lively startup culture
- Core values-based leadership
- A culture of employee engagement, diversity and inclusion
- Ample opportunities to learn and take on new responsibilities in a fast-paced, growth-mode startup
Company HQ
Downtown Crossing, Boston, MA
Leadership
Mike Greene
(Co-Founder & CEO)Mike spent 5 years as an Accenture Management Consultant before working as an IBM Associate Partner and co-founding Futurity Group. They worked for Aon for 7 years before co-founding Hi Marley as CEO in June 2017.
Mitesh Suchak
(Co-Founder & Board Member)Mitesh was Managing Partner at Futurity Group before becoming Partner at Aon Inpoint. After 7 years, they left this role to co-found Hi Marley (originally as COO).
Salary benchmarks
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