About Us
Thimble was an early pioneer in insurtech. We built a digital-first way for small businesses to buy coverage by the job, month or year, and have since delivered more than 200,000 policies across the United States. We started direct-to-consumer as an MGA, but today, we’re focused on growing through brokers and distribution partners, bringing the same simple, fast experience to the agents who serve small businesses. Thimble is still evolving and is at the front of AI-native distribution with MCP technology paired with API distribution.
In 2023, Thimble was acquired by Arch Insurance, part of Arch Capital Group Ltd. (Nasdaq: ACGL), an S&P 500 company providing insurance, reinsurance and mortgage insurance worldwide. That gives us something rare: the speed, ownership and culture of a startup, with the balance sheet, stability and long-term commitment of one of the industry’s strongest insurers.
For more information, visit thimble.com .
Our Values
Our unique culture is built around our six core values:
Think Wild, Act Tame
Be relentlessly creative. Question everything. Get to know the rules so well, you can use them in new ways. Be the industry’s compliant radicals.
Green Means GO
Act. Move forward. Learn. You can only make a decision based on the best information you have – so make it.
Own Every Detail
Be ruthlessly precise. Disciplined. Sweat the small stuff.
Simplify, Simplify, Simplify
Get to the point. Make it crystal clear. Cut everything else. It’s our job to make insurance easy – however hard that is for us.
Every Moment Counts
Show up early and ready. Deliver on time or before. Make the most of your time, so others can make the most of theirs.
Stay Human
Treat every person, and their ideas, with respect. Cherish diversity.
About the Role
Thimble is seeking a licensed P&C Customer Success Representative to add to our team, located on the West Coast (Pacific Time Zone). In this role, you will provide outstanding service to our customers and brokers by answering questions, handling complaints, and troubleshooting problems. This role includes assisting prospective customers with insurance and underwriting questions related to our appetite and binding policies on our platform. You will also assist with broker sales support, including new broker onboarding and ongoing broker relationships.
The ideal Customer Service Representative can handle a high volume of emails and chats, and seeks to create a positive experience for each customer. Listening to understand the reason for their support request, addressing all questions or complaints, and providing accurate and efficient responses are all key parts of success for this role.
Please note: Our Thimble Fridays benefit (out of office at 12:00pm local time) is subject to a different day for the Success Team.
Roles and Responsibilities
Become an expert with Thimble’s products and services
Support the onboarding process for new brokers while delivering excellent customer service
Provide guidance and best practices on configuring and utilizing the Thimble Broker Portal
Assist new and existing customers through all of their inquiries and help them find a resolution to any questions or issues they may have
Help increase conversion by bringing valued product and insurance knowledge to the purchase experience for new customers
Meet defined Service Level Agreements for assisting new and existing customers with service requests
Provide excellent customer and broker support and assistance via email, chat, and phone
Dedicated to helping the customer at all costs; you are the front line between the customer and Thimble - we want to leave a positive impression and develop a relationship that keeps the customer happy
Assist with side projects as needed for the insurance and product teams
Collaborate with other teams to provide feedback on customer and broker experiences
What We’re Looking For
A Property & Casualty Insurance license is required
Small commercial business insurance experience is highly preferred
Prior work with insurance brokers or agencies
Experience in a fast-paced, high-volume support or customer service environment
Excellent written and oral communication skills
Highly organized with ruthless attention to detail
Ability to adapt to changes and learn quickly
Ability to manage multiple projects simultaneously
Bachelor’s degree preferred
What You’ll Do in 30 Days
Meet the team and gain a thorough understanding of our insurance product offerings, policies, different channels, and the ways that we sell coverage
Shadow and train with the Broker Success and Customer Success teams
Become familiar with our various software (Zendesk, Omni, Jira, and more)
Learn Thimble’s broker base and become comfortable answering various tickets
What You’ll Do in 60 Days
Be completely comfortable with our suite of products and offerings
Be able to receive and respond to most tickets, with support from the Broker and Customer Success team
What You’ll Do in 90 Days
Full end-to-end product knowledge
Have complete ownership of your area within the team, and be fully skilled in support via email and chat
Be integrated with other teams and collaborate on Thimble’s projects
Thimbler Benefits & Perks!
-Fully remote company
-Thimble Fridays! (out of office at 12:00pm local time)
-Comprehensive health, vision, and dental coverage
-401(k) auto enrollment and matching (100% of the first 3% and 50% of the next 3%)
-PTO: 20 days vacation + 12 company-wide holidays + 8 floating days + 1 VTO (Volunteer Time Off) + unlimited sick time
-Parental Leave: 100% paid 12 weeks + 2 weeks gradual return
-Computer choice of Mac or PC
-Work from home setup reimbursement
-Monthly co-working space and/or child care reimbursement
-Monthly ClassPass credit
-Quarterly wellness reimbursement
-Other health & wellness perks including: One Medical, Teladoc, Talkspace, Kindbody, and Health Advocate
-Virtual events, happy hours, trivia, and fun!