Customer Support Specialist

About Us

Surense is a bootstrap startup founded in 2019 and based in Modi’in/Rishon LeZion. We developed an innovative SaaS CRM platform for the insurance industry, empowering agencies and brokers to manage customers, sales, and operations more efficiently.

Our platform is already used by thousands of professionals in the Israeli insurance market, making us a leading player in the field and enabling agents to deliver professional, reliable, and seamless service to millions of end customers.

As a customer-centric company, we are proud of our Customer Success team, which provides a proactive, professional, and personalized experience to every client.

This is a full-time, on-site role from our offices in Modi’in/Rishon LeZion (08:30–17:30).

• Provide first-line technical support and troubleshooting for customers, escalating complex issues to R&D/Support when needed.

• Support the Onboarding process for new customers and assist in ensuring smooth product implementation

• Optimize internal CS processes and develop efficient, data-driven methodologies.

• Work with CRM and CS tools (e.g.,Intercom, Salesforce, HubSpot), including reporting, data analysis, and decision support.

• Manage complementary tools (e.g., ClickUp) and coordinate CS team activities.

• Collaborate closely with internal stakeholders (Product, R&D, Marketing, Sales) to ensure a consistent customer journey.

• Track KPIs, generate reports, and deliver actionable insights for continuous improvement.

• 2+ years of experience in Customer Success / Specialist / Operations at a SaaS company (insurance industry - an advantage).

• Hands-on experience with CRM and CS tools (e.g., Salesforce, HubSpot, ) and task management systems (e.g., ClickUp).

• Experience providing customer support and initial technical troubleshooting.

• Proven ability to design and improve CS processes while maintaining clean, accurate data.

• Strong analytical skills with experience in KPIs, dashboards, and performance metrics.

• Excellent organizational skills, ability to manage multiple projects simultaneously, and meet deadlines.

• Strong communication and teamwork skills in a dynamic environment.

• Good English.

We believe in growth, innovation, and impact. At Surense, you’ll be part of a fast-growing SaaS startup that is reshaping how insurance works, with plenty of room to grow your career and make a real difference.

We hire and employ without discrimination based on race, religion, gender, age, sexual orientation, or any other personal characteristic - all qualified candidates are welcome to apply.