Senior Agency Support Specialist

Senior Agency Support Specialist

About Monoline

Monoline is redefining the standalone personal umbrella insurance market with an unwavering focus on underwriting excellence, disciplined risk selection, and long-term profitability. Founded by proven entrepreneurs with a track record of successful ventures, Monoline is built on the principles of curiosity, innovation, and customer-centric solutions.

We believe in challenging the status quo, bringing fresh perspectives to a traditional industry, and designing intuitive, straightforward, and consistent products. Our philosophy is rooted in empathy – understanding customer needs to create truly helpful solutions. We lead with gratitude, valuing every detail and the relationships we build along the way.

Our core values guide everything we do:

• People First – We build meaningful relationships, treating our team, partners, and customers with respect and care.
• Positive Presence – We bring energy and optimism to every challenge, fostering a supportive and motivated team culture.
• Batteries Included – We take initiative, think independently, and execute at a high level without waiting for direction.
• Always Curious – We seek knowledge, challenge assumptions, and continuously refine our approach to be the best at what we do.

About the role

The Senior Agency Support Specialist is the senior, hands-on anchor of Monoline's Agency Support team: the person our agents reach when an issue is complex, and the person our specialists turn to when they need a steady hand. Operating as a player-coach, you'll carry your own load of frontline support across phone, chat, and email while raising the bar for everyone around you.

You'll also own the systems that make great support teams scale. That means continuously sharpening our knowledge base and iterating on how Fin AI shows up across every channel (voice, chat, and email) so agents get fast, accurate answers and the right issues reach a human at exactly the right moment. And you'll turn our support data into reporting that drives real decisions.

This role is ideal for a support professional who loves the craft, thinks like an operator, and brings a "Batteries Included" approach to building support that feels effortless to the agents on the other end.

Key Responsibilities

• A. Serve as the Escalation Tier & Player-Coach

• Be the senior escalation point for the Agency Support team, taking ownership of the most complex, sensitive, and high-stakes agent issues across phone, chat, and email, and resolving them with speed and care. Carry a hands-on support load yourself while modeling best practices, sharing feedback, and mentoring specialists to lift the whole team's performance. You won't have direct reports; you lead through expertise and example. Partner with team leadership to spot skill gaps and turn recurring escalations into coaching moments and better processes.

• B. Own & Continuously Improve Fin AI and the Knowledge Base

• Take end-to-end ownership of the knowledge base, building, maintaining, and expanding the content that both agents and Fin rely on. Iterate relentlessly on Fin AI guidance, escalation rules, and content across voice, chat, and email, tuning behavior so automation resolves what it should and hands off cleanly when a human is needed. Monitor automation, resolution, and CX outcomes, then refine guidance and content to push those metrics higher without sacrificing quality.

• C. Measure What Matters

• Use data to guide where the knowledge base, Fin AI, and workflows should improve next. Create and manage reporting on support performance; volume, automation and resolution rates, CX, escalations, and response times, so the team always knows where it stands. Surface trends and recurring pain points, translating them into clear recommendations for Product, Operations, and the broader support roadmap.

Qualifications & Experience:

• Hands-on experience with Intercom and Fin AI, configuring and iterating on Fin guidance, escalation rules, and help-center / knowledge-base content. This is central to the role, not a nice-to-have.

• A proven escalation-tier operator who stays calm under pressure and owns complex issues end-to-end across phone, chat, and email.

• Strong written communicator, able to craft clear, accurate knowledge-base and Fin guidance content that both agents and AI can rely on.

• Experience in insurance, with personal lines exposure a strong plus.

• Startup experience is a plus. You're energized by a fast-moving environment and comfortable building structure from ambiguity.

• A natural mentor who can coach and elevate peers through expertise and example rather than formal authority.

• Comfortable with data and reporting, turning support metrics into insight and action.

• Self-starter with a "Batteries Included" mentality, able to operate independently and own outcomes end-to-end.

• Must reside in the United States. This is a fully remote role.

• Why Monoline?

• Join a forward-thinking, fast-growing company committed to being the best it can be for its customers.

• Take on a role that shapes Monoline's brand and interactions with its users.

• Work with a team that values expertise, execution, and long-term thinking and collaboration.

• Wake up excited to go to work, knowing you will see the impact you are making each day.

Benefits

Helping employees to maintain a healthy work-life balance is essential for us to continue being a strong, happy, and healthy team:

• Health, dental & vision insurance plans

• 401K match

• Equity - Stock Options

• Unlimited time off

• Paid parental leave

• Flexible schedule & work from home options

• We are an equal opportunity employer and value diversity at our company. The US base salary range for this full-time position will be determined by role, level, and location, and will include benefits, salary, and bonus.

• Remote restrictions

• Must be a resident of United States

• Posted on July 28, 2026