Support Specialist

Job description

Who we are
Our mission at Quandri is to transform insurance into a trusted and delightful experience using AI. We are building the AI operating system for North America’s best insurance agencies and brokerages. 

For the first time ever, we have the technology to fundamentally change how insurance operates, and the stakes are human. Better insurance means families protected from harm, businesses able to take risks, and communities more resilient when the worst happens. For insurance practitioners, the ability to deliver this level of service finally becomes possible.
What we do
Quandri brings deeply specific, vertically-focused AI to the industry’s most critical stakeholders:insurance agencies and brokerages. 
Agents are the lifeblood of the industry, the place where most property and casualty insurance is sold and serviced. Yet operating an agency is harder than ever. Peak product complexity, accelerating consolidation, a deepening talent crisis, and the AI revolution are all reshaping how agencies work.
Quandri sits at the cutting edge of this shift, rebuilding how agencies operate one workflow at a time. We pair a deep understanding of insurance processes, systems, and data with serious technical capability and proprietary models, so the transformation is tangible and operational rather than aspirational.
We’re making insurance better for policyholders, while helping insurance brokerages deliver a better client service, grow faster, and harness AI so that they control the future of insurance distribution.
Why join us?
You'll join a fast-moving team with real ownership, direct access to leadership, and a genuine hand in shaping the company's next chapter.
We are headquartered in beautiful Vancouver, BC, backed by leading US and Canadian investors, and the recognition has followed:
LinkedIn’s Top Canadian Startups in 2024 & 2025
Deloitte’s Fast 50
CB Insights’ Insurtech 50 and Fintech 100 
The Globe and Mail’s Top Growing Companies in Canada.
About the role
As a Support Analyst at Quandri, you’ll be the first line of help for the insurance brokerages that rely on our tool every day. You’ll own customer issues from the first report through resolution. That means investigating, troubleshooting and diagnosing problems across a technically complex product, then explaining the fix clearly and with empathy.
You’ll work closely with Customer Success, Implementation, Product and Engineering. You’ll turn what customers tell you into clear bug reports, product feedback and escalations. Beyond the ticket queue, you’ll keep an eye on our customers’ system runs so you can catch problems before customers do, write Knowledge Hub articles that help brokerages solve issues on their own, and dig into ticket data to find patterns that make support faster and smarter. You’ll also support incident management, including determining severity, streamline communications, and working with other cross-functional teams like Product and Engineering to resolve the issue.  This is a hands-on role on a small, growing team, so you’ll have real ownership and a direct hand in how support works at Quandri.
What you’ll do:  
Provide prompt and professional responses to customer inquiries ensuring the delivery of high-quality and timely support.
Oversee the ticket management process, including establishing timelines, providing timely updates, and ensuring the closure of all tickets.
Investigate, troubleshoot, and diagnose technical issues; effectively communicating solutions to customers in a clear and concise manner.
Demonstrate empathy, patience, and a customer-centric approach in all interactions.
Collaborate closely with multiple internal stakeholders, serving as a liaison to relay customer feedback and contribute suggestions for product enhancements or bug fixes.
Monitor the performance of our customers’ bots to ensure they are operating efficiently and proactively escalating customer challenges.
Take ownership of projects to help improve the support team, our overall customer service and cross-collaboration with internal stakeholders.
The right person for this role will have:
3+ years direct experience working in customer support
Strong understanding of AI and automation technologies
Based on the West Coast or ability to work standard working hours that may fall between the hours of 9am - 6pm PDT 
Worked with a technically complex product
Technically curious with a desire to learn product function and new technologies  
Possess a talent for investigating, troubleshooting, and resolving support inquiries- always looking to go one step further to improve first level resolution 
Coordinate customer escalations and incident management 
Skilled in working cross-departmentally to ensure speedy resolutions to customer reported issues
Ability to clearly articulate solutions while also displaying both empathy and patience
Detail-oriented and organized, with excellent time management skills
Excellent written and verbal communication 
Comfortable w

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