About Rainbow

Rainbow is a fast-growing insurtech transforming small business insurance through tech-enabled underwriting and data-driven solutions. We value ownership, adaptability, and strong service instincts.

Role Summary

The Agency Experience Manager (AEM) supports and advocates for our agency partners in a high-volume, fast-paced startup environment. This role requires reliability, flexibility, and strong initiative, as priorities, tools, and processes evolve frequently.

Key Responsibilities

• Serve as the primary point of contact for agents
  
• Provide support via chat, phone, and email
  
• Process policy changes, billing, and service transactions accurately
  
• Communicate underwriting guidelines and decisions clearly and professionally
  
• Work closely with multiple internal teams, including Underwriting, Sales, Claims, Product, and IT, to resolve issues and improve the agent experience
  
• Work assigned full shifts, including participation in an on-call rotation (typically 3–4 hours, depending on team availability)
  
• During on-call shifts, remain continuously active in chat and phone systems until the end of the assigned on-call period
  
• Outside of on-call hours, manage and clear the service inbox by end of day
  
• Maintain assigned SLA response times across chat, phone, and email channels
  
• Adapt quickly to changing SOPs, tools, and workflows
  
• Collaborate cross-functionally and take on additional responsibilities as needed

Characteristics We’re Looking For

• Is reliable and dependable — shows up on time and follows through
  
• Takes ownership and initiative without needing constant direction
  
• Is flexible and adaptable in a fast-changing startup environment
  
• Can efficiently manage high-volume service channels, including multiple live chats and inbound phone calls at the same time
  
• Is comfortable working with evolving processes and documentation
  
• Can confidently move between multiple systems to complete work
• Approaches change with positivity and a solutions-focused mindset
  
• Is willing to step outside a fixed job description to support team needs
  
• Manages time effectively in a remote setting and completes work independently
  
• Uses Unlimited PTO responsibly, balancing personal needs with team coverage

What Success Looks Like

• Consistently delivers accurate, timely support to agents
  
• Navigates change calmly and professionally
  
• Identifies what needs to be done and takes action
  
• Communicates clearly across teams and escalates appropriately
  
• Contributes positively to team culture and operational growth

What You Need

• 3+ years of P&C insurance experience supporting agents
  
• Strong communication, organization, and time-management skills
  
• Comfortable working in a tech-driven, evolving environment

Preferred Experience

• HubSpot
• Slack
• Notion
• Insurtech or startup experience

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