Customer Care Lead

About Loop

Responsibilities As a Customer Care Lead, you will be responsible for ensuring your team of licensed support agents deliver an exceptional and consistent member experience while exceeding departmental goals. You will provide regular and ongoing coaching and feedback on the performance of your team to identify, compliance, training, and process improvement opportunities. You will also contribute to the development of departmental tools, processes, policies, and procedures. Additionally, you will be responsible for personnel leadership by nurturing and developing your team, as well as promoting a unified team culture in line with that of the organization.

Qualifications

• Active Property and Casualty or Personal Lines insurance license in Texas required (multiple states a plus)
• 3+ years Property and Casualty insurance experience
• 2+ years insurance customer service leadership experience
• Thorough understanding of private-passenger auto insurance coverages, offered by LOOP
• Knowledge of state insurance regulations and laws
• Lead and supervise the daily operations of the team to ensure exceptional customer care that promotes the LOOP culture.
• Answer team member questions throughout the day through live support.
• Handle escalated customer interaction in a professional and timely manner.
• Focus team around data that supports our OKRs by monitoring and pulling metrics
• Monitor team performance and provide regular feedback through weekly touch bases to identify quality, compliance, training and process improvements opportunities.
• Help determine Customer Care Team Schedule including approving time cards and PTO requests.
• Help identify contact driver trends, customer FAQs and site experiences impacting the customer experience.
• Collaborate with other departments to streamline processes and enhance the overall customer experience
• Contribute to the development of departmental tools, processes, policies and procedures.
• Help with onboarding new team members and assist with training materials.
• Be open to taking on additional responsibilities as the need arises.
• Ability to adapt to new technology as we build our processes and workflows
• Bilingual a plus

Details

• This position is for full time, remote work
• Pay range: $65,500-$70,000 per year. Salary ranges are used in good faith, depend on experience, and are subject to change
• Time Allocation: 75% evaluating team performance and providing coaching/feedback, 15% process development and refinement, 10% working on ad-hoc projects
• Employee Stock Options
• Health, dental, and a number of other ancillary benefits
• Flexible PTO
• Eight Weeks Paid Family Leave

Apply

To apply, please fill out the webform with your contact information and resume. We are an equal opportunity employer and cherish the diversity you will bring to our team.

JOB CODE: 1000022