PolicyMe Is Hiring A Bilingual Customer Success Specialist

Join Our Mission to Modernize Insurance! 🚀

PolicyMe is revolutionizing the $1 trillion insurance industry by making insurance simpler, more accessible, and customer-first. We’re a remote-first startup based in Toronto with big ambitions, looking for a Bilingual Customer Success Specialist to help shape the future of insurance in Canada and beyond.

About the Role

As a Bilingual Customer Success Specialist, you will support our customers and Advisor Team throughout the entire life insurance journey. Your responsibilities will include policy servicing, client communication, and ensuring an exceptional customer experience at every step.

Standard working hours are from 9:00 a.m. to 5:00 p.m. Eastern Time, with flexibility to accommodate Pacific Time hours as needed.

What You'll Be Doing 💼

• Manage a caseload of in-progress applications through the underwriting process
• Use tools like HubSpot and Front to complete daily task queues
• Coordinate and follow up on medical exam bookings with vendors and clients
• Order and track underwriting requirements (e.g., APS, MVRs)
• Handle inbound calls and respond to client emails
• Track missed payments and assist clients in updating billing information
• Report underwriting decisions to the Medical Information Bureau (MIB)
• Process policy change requests such as address updates and beneficiary changes
• Maintain accurate records and submit the weekly MIB report
• Collaborate cross-functionally with Advisors, QA, Sales, and Customer Service teams
• Offer feedback and participate in process and tooling improvement discussions

What We Are Looking For 🎯

• 1–2 years of experience in insurance, customer service, or call center roles
• Strong verbal and written communication skills in both French and English
• Comfortable navigating multiple systems and quickly learning new tools
• Excellent attention to detail and ability to multitask in a fast-paced environment
• Empathy, patience, and a natural drive to go above and beyond for customers
• Integrity and reliability — pride in doing things right
• Proactive mindset with openness to giving and receiving feedback

Why Join Us? 🌟

• Generous PTO — 20 vacation days
• Comprehensive benefits plan with premiums paid in full by PolicyMe
• Investment in your professional development, including an L&D budget, AI tooling budget, and biannual performance reviews
• Work within a high-performing, low-ego, remote-first team that’s disrupting an old industry
• Option to work from home or our Toronto office (we cover costs for in-person socials twice a year!)
• Access to stock options based on performance
• Compensation: Total target cash compensation ranges from $55,000 to $66,000 CAD, depending on experience — details discussed during the interview

About PolicyMe 🏢

PolicyMe is Canada’s leading digital insurance provider, offering straightforward and affordable financial protection for families across the country. Our offerings include Life Insurance, Critical Illness Insurance, and Health & Dental Insurance, tailored to meet Canadians’ evolving needs. We also partner with organizations to deliver seamless B2B2C solutions.

Founded in 2018 by insurance experts and tech entrepreneurs, we’ve grown rapidly, selling over $10 billion in insurance coverage to Canadians. Operating with a remote-first culture, we attract top talent from across Canada and foster a fast-paced, collaborative environment. Learn more at www.policyme.com.

Additional Information 📌

• Role Growth: This position reflects our expanding operational scope and increasing demand.
• Equal Opportunity: PolicyMe is committed to diversity and encourages applicants from all backgrounds to apply.
• Accessibility: We strive to provide an accessible hiring process. Please indicate any accommodations needed in your application.
• AI Support: We may use AI tools during hiring to assist with review processes, but final decisions are always made by humans.

We appreciate all applicants’ interest! Only those selected for interviews will be contacted.