Performance Lead, Customer Experience

Responsibilities

• Provide expert advice and guidance to Customer Care Advisors on customer inquiries across all channels.
• Resolve complex customer and agent issues, including managing escalations.
• Lead, mentor, and coach a team of Customer Care Advisors, fostering a positive team culture.
• Facilitate team meetings and communications.
• Identify and implement process improvements to enhance performance and efficiency and the overall customer experience.
• Lead and contribute to department projects and initiatives.
• Conduct quality assurance reviews, provide feedback, and generate reports.
• Build and maintain relationships with vendors and enterprise partners.
• Represent the team in meetings and act as a delegate for the CX Manager.
• Monitor key operational processes, conduct business testing, and participate in audits.
• Analyze team performance, identify trends, and provide feedback.
• Support team performance management through regular reviews and feedback.

Requirements

• 6+ years of experience in a customer service role.
• Strong understanding of life insurance customer issues, operational processes, and relevant regulations.
• Proficient with Customer Relationship Management (CRM) systems.
• A valid life insurance license is required.
• Leadership: Ability to guide a team by leading department initiatives, making decisions, and managing performance.
• Customer-Centric: A strong focus on customer needs, with a deep understanding of our products and services.
• Communication: Excellent written and verbal communication skills, including the ability to provide clear and effective coaching and feedback.
• Problem-Solving: Ability to perform research and analysis on complex items and develop solutions.
• Adaptability: Comfortable working in a fast-paced environment with ambiguity and changing priorities.
• Collaboration: Strong teamwork and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners.

Nice-to-Haves

• Experience in a highly-regulated industry is preferred.

Compensation and Benefits

• Competitive salary and equity based on role.
• 100% paid-premium option for medical, dental, and vision insurance.
• Lifestyle stipend to support your physical, emotional, and financial wellbeing.
• Flexible work-from-home policy.
• Flexible paid time off and parental leave programs.
• Policies and managers that support work/life balance.