Bilingual Customer Success Specialist - Remote

Overview

Join us at PolicyMe! We're modernizing insurance and we'd like your help. The Canadian insurance landscape has remained largely unchanged for decades and we’re changing that. We're a remote-first, Toronto-based startup with big ambitions.

In Short

• Manage a caseload of in-progress applications through the underwriting process
• Navigate tools like HubSpot and Front to complete daily task queues
• Coordinate and follow up on medical exam bookings with vendors and clients
• Order and track underwriting requirements (e.g. APS, MVRs)
• Handle inbound calls and respond to client emails
• Track missed payments and help clients update billing info
• Report underwriting decisions to the Medical Information Bureau (MIB)
• Process policy change requests (address updates, beneficiary changes)
• Maintain accurate records and submit the weekly MIB report
• Collaborate cross-functionally with Advisors, QA, Sales, and Customer Service
• Offer feedback and participate in process/tooling improvement discussions

Requirements

• 1–2 years of experience in insurance, customer service, or call center roles
• Strong verbal and written communication in French and English
• Comfortable using multiple systems and learning new tools quickly
• Excellent attention to detail and ability to multitask in a fast-paced environment
• Empathy, patience, and a natural drive to go above and beyond for customers
• Integrity and reliability - someone who takes pride in doing things right
• A proactive mindset and openness to giving and receiving feedback

Benefits

• Generous PTO - 20 vacation days
• Access to stock options and a comprehensive benefits plan
• A remote-first team with company paid, in-person socials and the option to work from our Toronto-based office
• Resources to help your professional development, including an L&D budget, performance reviews twice a year and ongoing feedback to ensure you reach your highest potential
• Work with an empathetic, high-performing team in a flexible, results-oriented environment