# Performance Lead, Customer Experience

**Company:** [Bestow](https://hotfix.jobs/companies/bestow)
**Location:** Remote
**Role:** Customer Success
**Salary:** $60k – $70k/yr
**Experience:** 6+ years
**Skills:** CRM, life insurance, customer service, Team Leadership, Process Improvement, quality assurance, Performance Management, Vendor Management, Regulatory Compliance
**Posted:** 2026-07-27

> Lead and mentor a team of Customer Care Advisors at Bestow, providing expert guidance on complex life insurance inquiries, driving performance through coaching, process improvements, and quality reviews. Requires 6+ years customer service experience, a valid life insurance license, and strong leadership skills.

## Job Description

## 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.

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