Manager, Customer Support

This is not a traditional customer service team. As an InsurTech innovator, we're focused on leveraging technology to deliver an exceptional, "Digital First" customer experience to our agency partners and insureds.

In this role, you'll be responsible for building a team of friendly, helpful, and solution-oriented Underwriting Associates in a contact center environment. The team provides quoting and policy service support to our agency partners and policyholders, and speed and accuracy are critical measures of success.

As part of our customer success-focused, results-driven organization you'll be responsible for maintaining a high standard of customer experience and driving sustainable, long-term customer adoption of Cover Whale products.

This position is based in our New York City office and will oversee on-site and remote team members.

An 8 am start is preferred.

Key Responsibilities:

• Partner with regional Growth teams to ensure premium growth, retention, and customer satisfaction objectives are achieved
• Ensure customer service through all channels (phone, chat, email) and achieve reply and resolution time objectives
• Consistently work to build efficiencies and automate processes
• Conduct effective 1:1 coaching sessions to help with skill and career development
• Maintain a high level of team engagement and motivation
• Collaborate with internal teams to identify skill and knowledge gaps and develop coaching programs

• Coordinate with Recruiting and Enablement teams to select and onboard new people
• Be an expert on Cover Whale products
• Represent the voice of the customer, advocating on their behalf and leveraging feedback to improve performance and processes
• Relentlessly drive process improvements and automation
• Establish workflow standards and processes
• Leverage data to drive decision-making
• Establish development plans for each team member and coach to success
• Ensure effective communication on changes to underwriting guidelines

Requirements

What We're Looking For:

• Previous insurance experience is required
• Previous experience managing a modern contact center team to successful outcomes is required, with an excellent understanding of contact center strategies and metrics
• You have a passion for improving things through the use of technology and automation
• Experience utilizing contact center tools like HubSpot, Zendesk, or ServiceNow
• A genuine enjoyment of technology and a high level of proficiency with business software (e.g. Excel, Word, etc.)
• Passion for building customer relationships
• Excellent communication skills. You need to be a very competent writer with the ability to explain complex topics in easy-to-understand and concise language.
• Candidates must be resilient, eager to learn, adaptable, and able to work in a fast-growing environment.
• Ability to work cross-functionally and build strong relationships

Benefits• Health/Dental/Vision• Life/Disability• Employee Assistance Program• Flexible Vacation Policy• 401k - Employer Match• Generous Parental Leave• Voluntary Critical Illness and Accident Insurance

Compensation

The expected base pay for the role will be between $115,000-$130,000K at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include discretionary bonus and other Cover Whale-sponsored total rewards/benefits.

Cover Whale works to maintain the best possible environment for our employees, where individuals can learn and grow with the company. We strive to provide a collaborative environment where each person feels encouraged to contribute to their processes, decisions, planning, and culture.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.