CURRENT ROOT EMPLOYEES - Please apply using the career page in Workday. This career site is for external applicants only.
The Opportunity
At Root, the customer is central to our mission. Our Customer Experience Team serves as the primary point of contact with customers, playing a critical role in shaping both their experience and the products we develop. We are seeking leaders to join our team, individuals who will be pivotal as we scale. The ideal candidate will demonstrate a deep curiosity about customer experiences, leveraging data to generate insights that continuously enhance the customer journey and drive operational efficiency. This individual will provide leadership through coaching Supervisors and embody Root’s long-term commitment to sustainable growth and delivering exceptional customer service.
Reports to Director of Customer Service
Root is a “work where it works best” company. This means we will support you working in whatever location that works best for you across the US.
Salary Range: $86,000 to $90,000
How You Will Make an Impact
-
Lead, onboard, train, and mentor a team of Customer Experience Supervisors, fostering a culture of continuous development.
-
Provide in-the-moment coaching and feedback to supervisors, alongside conducting formal performance reviews with actionable steps to enhance team performance.
-
Review data analytics regularly to ensure service level agreements (SLA) and performance goals are being met, supporting supervisor coaching and development as needed.
-
Identify and communicate data trends, team performance, and product performance to the Director of Customer Experience.
-
Lead strategy development initiatives to improve customer satisfaction and streamline organizational alignment.
-
Work closely with the Director of Customer Experience to implement vision initiatives, guiding leaders and teams to execute effectively.
-
Drive motivation and engagement with Supervisors, Leads, and Team Members, fostering a positive and productive work environment.
-
Identify staffing trends and manage actions related to hiring, promotions, transfers, and disciplinary measures.
-
Provide recommendations to enhance internal tools, product/app functionality, marketing strategies, and overall customer experience.
-
Establish, promote, and maintain a customer-centric culture focused on delivering solutions.
What You Will Need to Succeed
-
3-5 years of leadership experience (call center and/or auto insurance industry experience preferred)
-
Personal Lines License (or willingness to obtain within 90 days of employment)
-
Strong training leadership and management skills with ability to lead by example and foster mentoring relationships
-
Ability to motivate others, work independently, take initiative, and think creatively.
-
Exceptional time management, problem-solving, and organizational skills.
-
Proficiency in data analysis and interpretation to drive informed decision-making
-
Strong Proficiency in Google Suite (Sheets, Docs, Slides)
-
Proven ability to create momentum, foster organizational change, and inspire performance.
-
Skilled in teaching and managing diverse learners with varied backgrounds.
-
Excellent written and verbal communication skills
-
Eagerness to learn and a capacity to gain in-depth knowledge of insurance products and the mobile app.
Don’t meet every single requirement?
Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Root, Inc., we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway!
Join us
At Root, we judge people based on the merit of their work, not who they are. If you are passionate about what this role entails and solving real problems, we encourage you to apply. We want to learn about you and what you can add to our team.
Who we are
We’re harnessing the power of technology to revolutionize insurance. Using machine learning and mobile telematic platforms, we’ve built one of the most innovative FinTech companies in the world. And we’re just getting started.
What draws people to Root
Our success is in large part due to our unwavering standards in hiring. We recognize that our products are only as good as the people building and promoting them. We want individuals who find solutions by going through the cycle of ideation to implementation with curiosity, rigor, and an analytical lens. Ask anyone who works here and you’ll hear similar reasons for why they joined:
Autonomy—for assertive self-starters, the opportunities to contribute are limitless.
Impact—by challenging the way it’s always been done, we solve problems that have a big impact on our business.
Collaboration—we encourage rich discussion and civil debate at every turn.
People—we are inspired by the collection of crazy-smart people around us.
What We Do
At Root, we’re doing things differently. We’re reimagining the services people need so that they serve them better. And we’re doing it by using data, technology, and rapid innovation to create products and experiences that are fair, easy, personal, and affordable.
We’ve partnered with Carvana in a partnership that brings an industry-leading, seamless insurance process to the online car buying experience.
The launch of Carvana Insurance Built with Root delivers an elevated customer experience made possible through a deep integration that pre-fills key customer information so that a customer can skip data entry and jump directly to evaluating quotes and customizing coverage. This fully embedded product experience—from quote to payment—happens entirely within the Carvana checkout process. Teams from both Carvana and Root have worked for months to build this bold technology platform. An early iteration involved 24 screens in the customer experience flow—that experience is now just three straightforward steps.
Why Work With Us
Our success is because of the hard work, ingenuity, and exceptional performance of our team. People come to Root because they know they can make an impact in their role, the company, and the industry. We’re passionate and curious self-starters, building a top-notch customer experience. Sound like something you’d like to be a part of?
Gallery
