Team Lead, CX

ABOUT BESTOW

Bestow is a leading insurance technology platform serving some of the world's largest and most innovative life insurers. We are on a mission to increase financial stability for everyone. Bestow is a team of mission-driven, results-oriented individuals. We offer all employees a remote/hybrid workplace, meaningful benefits, substantial growth opportunities, and equity.

Bestow participates in the E-Verify Program.

ABOUT THE TEAM

Bestow’s Customer Experience (CX) team is committed to delivering an exceptional customer experience. Our Customer Care Advisors (CCAs) and Internal Sales Agents serve as the voice of our customers and address customer inquiries quickly, efficiently, and with empathy. Reporting to the Manager, CX, the Team Lead will lead our CCAs, who support our ever-growing customer base as we democratize life insurance to families everywhere.

Our ideal candidate is a customer-obsessed, empathetic team player who desires to lead by example and empower our CCAs to deliver a world-class customer experience. You have experience overseeing the day-to-day operations of a customer-facing service team. You are passionate about cultivating talent and will drive individual development and team success through constructive coaching and results-oriented motivation. You will liaise between our CCAs and Manager, CX, to ensure that our CX team performs to the best of its ability and identify roadblocks and training gaps preventing continuous improvement. You understand Bestow’s products and mission and are willing to be "in the trenches" with your team. Above all, you love serving our customers well. 

Open to Dallas or Remote (US) #LI-REMOTE

ABOUT THE ROLE

• Deliver a best-in-class omnichannel (phone, chat, email) customer experience for Bestow’s valued customers. 
• Serve as a team lead and coach to our CCAs for day-to-day responsibilities, providing regular feedback to improve individual performance and personal growth. 
• Serve as the initial escalation contact for day-to-day problem-solving and customer-facing issues 
• Partner with the Manager, CX to recommend and implement new processes and procedures to improve team workflows and efficiency. 
• Work with the Manager, CX, to establish a formal quality assurance process; conduct weekly audits to analyze and review customer contacts through all channels to provide feedback to be used for individual performance enhancement and overall customer satisfaction improvement. 
• Leverage SLA reporting to foster accountability and improve individual performance.

ABOUT YOU

• Strong knowledge base of life insurance customer issue types and customer-facing operations processes and workflows
• Strong customer relations skills and a passion for working directly with customers 
• Ability to diagnose and solve problems autonomously 
• Enthusiasm and energy to contribute to and thrive in a rapidly growing start-up atmosphere where roles continually adapt as the company evolves
• Eagerness to coach and develop team members while fostering a culture of hard work, energy, fun, and accountability
• Possess a customer-centric service philosophy and understand the challenges in providing a world-class CX in a highly regulated industry
• Ability to work a fast-paced environment and comfortable with ambiguity and changing priorities
• 4+ years of experience in a customer service team environment is required 
• 1+ years of team lead experience required 
• Experience working with customer service tools (CRM, phone, etc.) required 
• Valid life insurance license (or the ability to become licensed) required 
• Insurance, fintech, insurtech, and/or other highly-regulated industry experience strongly preferred 

TOTAL REWARDS

At Bestow, we’re proud to be awarded for our team members, innovative products, and culture. Our standard benefits include:

Competitive salary and equity based on role

Policies and managers that support work/life balance, like our flexible paid time off and parental leave programs 

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 and open to remote

Remote and WFH options, as well as a beautiful, state-of-the-art office in Dallas’ Deep Ellum, for those who prefer an office setting

Employee-led diversity, equity, and inclusion initiatives

Recent Employer Awards include:

Best Place for Working Parents 2023

Great Place to Work Certified, 2022 + 2023 + 2024

Built In Best Places to Work, 2022 + 2023

Fortune’s Best Workplaces in Texas 2022 + 2023

Fortune’s Best Workplaces in Financial Services and Insurance 2022 + 2023

We value diversity at Bestow. The company will recruit, hire, and promote regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status, or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every team member. 

Thanks for considering a job at Bestow.