Customer Support Manager

At SimplyInsured we are on a mission to eliminate fear in health insurance.

Health insurance is complicated, expensive, and really important - so it tends to create fear for most people; our goal is to reduce that fear as much as possible. 

We specifically work with small business owners who have the enormous task of purchasing the right type of insurance for their employees and their families. With more than 20,000 customers and several major partnerships, we're growing quickly and disrupting this convoluted and confusing industry by making it more transparent and fully accessible to everyone. We got our start in the Y-Combinator incubator, and have been funded by top-tier investors at Polaris Partners, Bessemer Venture Partners, New York Life Ventures and AltaIR Capital. 

Job Summary: 

In this position, you will be responsible for leading a motivated team of individual contributors and team leaders who serve our customers and partners. You will drive efficient and high-quality service via performance management and support,  process improvement, and training efforts. You will be a key member of the Operations Department and help define the overall direction and culture of the team as Simply Insured prepares for the next phases of scale. This position reports to the Director of Operations. 

What you’ll do:

• Lead teams of support personnel to provide high-quality service to our customers across all channels (phone, email, chat) 
• Define and launch ways of working to improve team productivity, quality, and overall customer satisfaction and retention 
• Coordinate support activities and staffing to support business goals and objectives
• Partner with your team and operations leadership to drive process, tools, and planning improvements
• Communicate cross-functional needs to deliver the voice of the customer to business and technical stakeholders 
• Hire, train, retain, and grow talent to improve team operations and employee satisfaction

What you’ll bring:

• 3+ Years as a people manager in a fast-paced and/or start-up environment, preferably in a highly regulated or healthcare environment
• Exemplary multi-tasking, communication and time management skills 
• Strong experience with Customer Service CRMs, preferably Salesforce
• Detail-oriented and thorough to drive outcomes and issues resolutions
• Data-driven and organized when tackling projects and opportunities 
• Passion for developing talent and driving ownership 

What we offer:

• Generous stock option packages
• Competitive compensation
• “Take what you need” time off plan
• 100% Medical, Dental, and Vision Insurance coverage
• FSA plan
• 401k 
• A values-based culture that invests in employee success

Compensation:

The base salary range for this position is $75,000 to $90,000.

We have a market-based compensation structure. The salary for this position may vary based on a candidate's experience, industry expertise, technical skills, and location. The range provided is just one component of total compensation including, but not limited to bonus eligibility based upon the achievement of performance objectives and company stock options.

Our Culture:

We value radical transparency, feedback, bias to action, growth, and an obligation to dissent. Every opinion is respected, we hold each other to extremely high standards, we're driven by the diversity in our backgrounds, and unified by 100% alignment on our mission.

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. We strongly encourage you to apply if you're interested; we'd love to learn how you can amplify our team with your unique experience!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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