Bilingual Customer Service Agent / Call Center Associate - Remote

Overview of the role: We’re on a mission to modernize insurance, making it simpler, more accessible, and customer-first. The insurance industry is a $1T market that has remained largely untouched by the digital revolution, and PolicyMe is here to change that. As a remote-first, Toronto-based startup with big ambitions, we’re looking for a Bilingual Customer Success Specialist to help us build the future of insurance in Canada and beyond.
As a Bilingual Customer Success Specialist, you will support our customers and Advisor Team throughout the life insurance journey. You’ll be responsible for policy servicing tasks, client communication, and helping us deliver an exceptional customer experience every step of the way.
This position is open to any Canadian-based individuals who are comfortable working 9am–5pm PST (12pm–8pm EST).

What you'll be doing
Manage a caseload of in-progress applications through the underwriting process
Navigate 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 help clients update billing info
Report underwriting decisions to the Medical Information Bureau (MIB)
Process policy change requests (address updates, beneficiary changes)
Maintain accurate records and submit the weekly MIB report
Collaborate cross-functionally with Advisors, QA, Sales, and Customer Service
Offer feedback and participate in process/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 in French and English
• Comfortable using multiple systems and learning new tools quickly
• 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 - someone who takes pride in doing things right
• A proactive mindset and openness to giving and receiving feedback

Why join us:
Generous PTO - 20 vacation days
A comprehensive benefits plan with premiums paid in full by PolicyMe
Investment in your professional development, including an L&D budget, AI tooling budget, performance reviews twice a year and ongoing feedback to ensure you reach your highest potential
An extremely high performing, low-ego, remote-first team that is truly disrupting an old industry
Option to work from home or our Toronto-based office (bonus: we cover the costs to bring all our employees in-person twice a year for experiential socials!)
Access to stock options based on performance
Compensation: The total target cash compensation for this role is $55,000–$66,000 CAD , based on experience. We’ll walk through the details together during the interview.