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Pie raises an additional $127M in funding
Pie Insurance is an insurtech company tackling meaningful problems. At Pie, we work with small businesses using technology and innovation to improve how they access insurance. Like our small business clients, we are a diverse team of builders, dreamers, and entrepreneurs. So, at the heart of every decision we make is the idea that if it doesn't serve our clients, it doesn't serve us.
The Payroll Customer Success Advocate is a key role for the Pie Payroll Partner Operations team. This is a mid-level customer success team member who focuses on elevated customer issues and resolves complex concerns and requests from payroll partners. Through a thorough understanding of Pie's principal business offerings, the Payroll Customer Success Advocate assists the team in resolving concerns and develops opportunities to avoid concerns in the future. Pie is an incredibly collaborative team with constant communication. You will work across teams and collaborate with stakeholders and team members. Providing an excellent payroll partner experience in an easy fast way.
This role has the option to be hybrid or remote. Hybrid work locations provide team members with the flexibility of working partially from our Denver or DC office and from home. Remote team members must live and work in the United States* (*territories excluded), and have access to reliable, high-speed internet.
How You'll Do It

• Provide responsive, timely, and relevant service to payroll partners
• Handles phone, email, and platform-based communication with payroll partners and cross-functional stakeholders to provide excellent customer service
• Maintains SLA's set by Payroll Partner Ops team in a consistent and efficient manner




• Works as a team member to handle Payroll Partner:
• Email requests
• Policy issuance for
• General questions
• Mailing of documents
• Follow-Up Communication
• Respond within 24 hours or less to requests from payroll partners
• Manage remittance file processing in addition to regularly assigned duties
• Work with payroll partners to resolve payroll reporting issues




• Model the behaviors and strategies necessary to successfully interact with and Resolve complex issues for payroll partners in all channels
• Applies Workers Comp training and knowledge to policy, billing and agency questions, concerns, and production
• Build relationships with partners and internal teams to provide consistent, excellent communication with customers
• Seek resolutions to issues while also anticipating ways in which to prevent future issues
• Voices the payroll partner's needs and advocates for the customer and their perspective




• Participate in ongoing training and on-boarding for personal growth

The Right Stuff

• A high school diploma or GED is required
• Associate degree, trade or technical school certificates, or bachelor's degrees are preferred
• 1+ year of customer service, administrative, or sales experience is required
• 1+ year in a high-volume customer contact environment is required
• 8+ months working in Pie's systems and processes or other insurance systems is preferred
• Demonstrated problem-solving skills to develop sound processes and workflows
• Proficient communication skills to build strong and lasting relationships
• Knowledgeable about work products and can complete requests with advanced speed, accuracy, and consistency - reducing hand-offs wherever possible
• Ability to navigate and solve advanced to complex issues within all of Pie's platforms
• Ability to handle stress well and remains flexible to change
• Ability to take phone calls and answer emails for up to 8 hours a day
• Has the ability to think ahead and identify obstacles that may be hidden
• Ability to receive and immediately apply coaching and feedback
• Has the ability to develop and train new or existing team members on systems and processes within the role
• To be eligible for this promotion, internal team members may not be on a performance improvement plan (PIP) or have been placed on a final warning in the past 6 months

Pie Benefits & Perks

• Competitive cash compensation
• A piece of the Pie (in the form of equity)
• Comprehensive health plans
• Generous PTO, including paid sick leave
• Future focused 401k match
• Generous parental and caregiver leave
• Our core values are more than just a poster on the wall; they're tangibly reflected in our work and recognized with our monthly culture award

Our goal is to make all aspects of working with us as easy as Pie. That includes our offer process. When we have identified talent that is a good fit for Pie, we work hard to present an equitable and fair offer. We look at your knowledge, skills, and experience along with your compensation expectations and align that with our company equity processes to determine our offer ranges. We value and want to support our team members, and are proud to offer a comprehensive compensation package which includes the following:
Compensation Range for position: $ 22.00 - $ 26.00 per hour
Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members.
Pie Insurance is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.
Pie Insurance participates in the E-Verify program. Please click here , here and here for more information.