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Customer Operations Specialist
Hi Marley
Customer Service, Operations
Boston, MA, USA · Remote
Posted on Jun 7, 2025
At Hi Marley, we’re not just a technology company—we’re on a mission to revolutionize the insurance industry with our conversational platform that makes communication simple, efficient, and delightful. Built for carriers, powered by SMS, and designed by insurance experts, Hi Marley connects people through seamless, friendly conversations that save time, money, and hassle. Our platform helps insurance carriers strengthen customer relationships while streamlining operations. With a focus on collaboration, coaching, and powerful analytics, we deliver the insights insurance teams need when they need them—creating a smooth, frictionless experience for customers along the way.
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.
Teamwork and shared enthusiasm is a core part of our culture, which is why this role involves joining us in the Boston office for two days each week.
Key Responsibilities:
- 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.
Qualifications:
- 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.
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.
Who We Are:
Hi Marley has three core values that are the foundation of our company culture, which every employee embodies:
- Max Courage - we encourage our team, our customers, and their customers to dream big, try new ideas and maximize impact by measuring risk.
- Be Humble – we lead with appreciation and promote a culture of humility, compassion and openness to learn from anyone, anywhere.
- Ubuntu “I am because we are” - we believe true success is much bigger than any single individual or company. By aligning our individual aims behind a shared purpose we can achieve our fullest potential, together.
Benefits and Perks:
On top of an exciting, supportive and intellectually curious workplace, we provide:
- Full benefits package for employees working 30+ hours per week, 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
- Competitive salary and 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
Hi Marley is proud to be an equal employment opportunity employer. We celebrate diversity and do not discriminate based on gender, sexual orientation, gender identity, religion, race, veteran status, disability status, or any other characteristic protected by applicable law. We are committed to building an inclusive work environment representing a variety of backgrounds, perspectives, and skills, where all employees are encouraged to be their authentic selves.
Hi Marley participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information, please review the documents under "E-Verify Poster" here: https://e-verify.uscis.gov/web/OnlineResources.aspx