Customer Experience Manager, Post-Issue

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 (contiguous 48 only)/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 experience to our customers. 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 Director, CX the Supervisor, CX 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, employee-centric, empathetic leader who has the ability to inspire, influence, and empower our CCAs to deliver a best in class customer experience. You have experience overseeing the day-to-day operations of a customer-facing service team. You are a problem-solver and solution-oriented. You have a passion for cultivating talent, will drive individual development and team success through constructive coaching and results-oriented motivation. You will liaise between our CCAs and Director, CX to ensure that our CX team is performing to the best of its ability. 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, and the CX team well. 

WHAT YOU'LL DO

• Deliver a best-in class omni-channel (phone, chat, email) customer experience for Bestow’s valued customers 

• Serve as a direct supervisor and coach to our CCAs and Team Lead for day-to-day responsibilities, providing regular feedback to improve individual and team performance, and personal growth 

• Serve as an escalation point of contact for day-to-day problem solving, customer and enterprise facing issues 

• Partner with the Director, CX to both recommend and implement new processes and procedures to improve team workflows and efficiency 

• Work with the Director, 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

• Partner with Director, CX to develop weekly and monthly reports to demonstrate that SLAs are being met or exceeded at the individual and team levels 

• Proactively identify opportunities to improve processes for operational efficiency

• Effectively collaborate and partner with the Director, CX and other leaders across the organization to share CX issues and provide regular reports on overall performance and trends

• Assist in leading daily stand-up meetings, help communicate daily/weekly goals, and share successes, opportunities for improvement, and best practices with your team

• Provide recommendations for Team Lead and CCA performance ratings and assist the Director, CX with administering annual and mid-year performance evaluations 

• Be a continuous positive force within the team, creating strong morale and cultivating a culture of improvement and inclusivity

• Have regular engagement and a direct focus on Relationship Management with our enterprise partners to ensure the CX team and support meets their needs, addresses any immediate and long term concerns, and collaboration on any new and improved processes

• Develop, implement and lead CX related Training to the CX team to cultivate and promote a culture of learning and development

WHO YOU ARE

• 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 experience in a customer service team environment required 

• 2+ 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 career at Bestow!

Compensation Range: $95K - $115K