Join the MassPrinting team.

Are you creative? Collaborative? Innovative? A problem solver?

Then you're exactly the type of person we're looking to add to our team.

If you'd like to join a fast growing team and play an integral role in changing how documents are managed, produced and distributed, then we'd like to talk with you. For open positions, please send a cover letter and resume to astadterman at massprinting dot com.

Open positions

  • About MassPrinting

    MassPrinting is reinventing the way the Property and Casualty Insurance industry manages their policyholder communication ecosystem. To accomplish this, it requires building a team of innovative, collaborative, dynamic and customer-centric professionals. Our goal is to provide technology forward solutions that enable our customers to connect with their policyholders in ways they have been unable to before. If this sounds like something that fits what you’re looking for, we want to see how you can make a difference, in this fast-growing company.

    Job Description

    The Customer Experience Analyst (CEA) will be a key member of the Operations team, which focuses on providing our clients with best in class customer service during new implementations, business critical projects, and day to day processing. This individual will be exposed to and work closely with all areas of the business including executive leadership, sales, operations, and finance.

    Essential duties

    • Manage and direct all aspects of the MassPrinting customer support desk.

    • Field and triage inbound email and phone support requests.

    • Provide technical and business process operational support by troubleshooting problems related to MassPrinting solutions and products.

    • Analyze help desk trends and identify continuous process improvement suggestions to alleviate ticket volume and drive operational efficiency.

    • Work closely with MassPrinting vendor partners to ensure operational success.

    • Support analysis and requirements gathering of client business issues and current state business-operating procedures.

    • Work closely with development teams and vendor partners to incorporate requirements into MassPrinting solutions.

    • Understand and manage operational compliance requirements as it pertains to client data and information security as well as vendor compliance requirements.

    Desired Skills & Experience

    • A passion for providing professional customer support and a strong desire to delight our customers.

    • Aptitude to understand and troubleshoot technical problems over the phone and other remote technologies and offer solutions to MassPrinting partners and customers.

    • Empathetic listening skills and understanding of root-cause analysis tools to help colleagues, customers, and partners troubleshoot and find solutions on issues.

    • Ability to effectively document and communicate technical problems to management and internal teams.

    • Ability to think quickly and respond to critical situations in a thoughtful but urgent manner.

    • Experience within an insurance company or an insurance related professional services organization that designs and implements technology and business solutions is helpful, but not required.

    • An understanding of print and electronic document fulfillment and associated workflows in the insurance, health services, or financial services industries is helpful, but not required.

    • Excellent written and verbal communication skills. Ability to correspond ideas both in writing and verbally.

    • Proficient in the use of MS Office and previous experience with a customer management tool. Jira experience a plus.

    • Bachelor’s degree and 1-3 years of experience in a customer service and business analysis.

    Salary & Benefits

    • Hybrid and flexible work environment

    • Unlimited time off

    • Competitive salary and benefits package

    • Quarterly company events/outings

    • Cell phone reimbursement

    • Company matching 401k plan

    Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

Don’t see an open position that fits your background and skills? We’re always looking to hear from qualified candidates in case we do have positions become available. Please send a resume and cover letter to careers@massprinting.com telling us about your experience and how you could help the MassPrinting team.