Job details
Job type full-time
Full job description
About us
Bestow is the leading digital platform for life insuranceAs both a direct-to-consumer destination and an infrastructure provider, bestow is on a mission to make life insurance accessible to millions of underserved families.
We ideate fast, embrace change, and take risksAs a rapidly growing tech startup, we look for the best talent out there and try to stay out of their wayFrom scaling our business model to expanding our offerings, the day-to-day at bestow offers endless professional growth opportunitiesThe people who succeed here look for problems and solutionsThey are both passionate about their ideas and open to having their mind changed.
In the end, we value the same things our customers do: familySo we strive for work-life balance and believe happy employees make for better experiences and happier customersIt’s a model that helped us land the #2 spot on forbes’ best startup employers 2021 listBoom!
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About the team*
As our customer experience manager you will lead our team of customer care advisors (ccas) and internal sales agents who support our ever-growing customer base as we democratize life insurance to families everywhereBestow`s customer experience (cx) team is committed to delivering an exceptional experience to our customersOur ccas and internal sales agents serve as our customers` voice and address customer inquiries quickly, efficiently, and with empathy.
Our ideal candidate is a customer-obsessed, results-oriented, data-driven leader with customer-facing operations experience in a high-growth, tech-savvy organizationYou have a track record of scaling rapidly-growing teamsYou are skilled at improving workflows, enhancing efficiency, and exceeding key performance indicatorsYou enjoy bringing order to chaos and are comfortable working with evolving technologyAbove all, you care about customers and empowering your team to always provide a best-in-class cxWe will look to you to manage, develop, mentor, and scale our growing cx team while building relationships with other leaders in our dallas and austin offices.
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Ideally, we would like this person to be located in dallas, but are open to remote for the right candidate.*
About the role
Oversee the day-to-day delivery of exceptional omnichannel (chat, phone, email) customer service by your frontline team of customer care advisors (service-focused) and internal sales agents (sales-focused)
Think strategically to define and manage operational efficiency priorities improve workflows and processes to empower your team to provide a seamless cx
Develop and drive internal sales strategies, including increasing close rates for pre-purchase transactions and improving retention of existing customers
Serve as the point person for day-to-day problem solving and customer complaints, acting as a liaison between your team and senior leadership
Manage the adherence to all state &/or federal regulatory requirements specific to the cx area
Prepare reports and analyze team data to improve service performance and sla adherence, customer satisfaction, and operational efficiency; share weekly, monthly, and quarterly reports to demonstrate that slas are being met or exceeded at a team and individual level
Partner with your team to recognize patterns of customer inquiries so that the underlying issues can be documented and eliminated through product improvements
Serve as the business administrator of customer-facing service tools (e.g., crm, phone) and assist with implementing new tools
Establish a formal quality assurance program across all communication channels to monitor individual performance and larger customer satisfaction issues
Refine new hire training, onboarding procedures, and overall onboarding experience
Identify knowledge gaps and develop and conduct new training to further ongoing learning and foster continuous improvement
Coach and mentor your team to oversee their professional development and help them achieve top-quality metrics and high-quality standards
About you
6+ years customer-facing operations experience
2+ years team management experience
Proven track record of scaling, managing, and motivating expanding teams in a tech-focused customer-facing environment.
Experience running the operational aspects of omnichannel customer support
Experience administering crm systems and other customer support tools, including defining workflows within those tools
Very comfortable defining and managing kpis (e.g., net promoter score) and slas (e.g., time to answer) that drive a customer-facing service team and can report and articulate trends and insights to drive improved performance
Eagerness to coach and develop team members while fostering a culture of hard work, energy, fun, and accountability
Well-versed in onboarding and training teams, including the creation, organization, and presentation of various training materials
Possess a customer-centric service philosophy and understand the challenges in providing a world-class cx in a highly-regulated industry
Ability to work in a fast-paced environment and comfortable with ambiguity and changing priorities
Strong communication skills with the ability to inspire confidence with customers and build relationships internally at all levels
Ability to become a licensed life insurance agent required (sponsored by bestow)
Bachelor`s degree required
Bonus points
Experience in insurance, fintech, insurtech, or a highly regulated industry
What we can offer
Competitive salary
Open pto plan
100% paid premiums for medical, dental, and vision insurance
Annual bonus based on individual and company performance
Generous equity grant based on level
Flexible work-from-home policy and open to remote
We value diversity at bestowWe hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status, or any other status protected by applicable lawWe understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.
Bestow does not sponsor applicants for work visas at this time.
Job type: full-time
Work location: multiple locations
