Customer Care Manager
Running a small business is hard. Getting insurance for your small business is even harder. It takes forever, the process is antiquated, and one wrong decision can be disastrous.
At Attune, we’re changing small business insurance in a big way.
At the forefront of the insuretech industry, we are rebuilding small business’s access to insurance from scratch, making it instant, easy, and safe. How? Instead of requiring that a business answers hundreds of questions (seriously), our sophisticated platform aggregates the necessary data from different sources, and then uses incredibly advanced analytics to create tailored products that can be delivered in mere minutes, not days or weeks.
We are at the beginning of our journey and are looking for innovators who are curious and excited to drive change.
Backed by Two Sigma, AIG, and Blackboard, we have the horsepower and partners to make a big impact. Unlike other start-ups, Attune has the funding, expertise, and support to modernize and move quickly. If you are energized by making the complex, simple; the time consuming, easy; and the antiquated, tech-enabled, we want you on our team.
Disrupting an industry through data, technology and speed isn't easy – but the challenges we’ll tackle together are some of the most rewarding you’ll experience in your career.
We're looking for a Customer Care Manager to help bring Customer Care at Attune to the next level. The Customer Care Manager will report to the Director of Operations. In addition to providing mentorship and coaching to a growing organization of associates and team leads, you'll be the champion for amazing customer experience in Customer Care - building the tools, training, and systems that make delivering that possible.
In the first 30 days, you will:
Learn our new broker registration, renewals, cancellations, billing and core operations processes
Shadow Customer Care team members to gain an understanding of what they do day-to-day
Get familiar with our support software and tools
Get trained on our products, partners, processes and systems
Answer support tickets to become familiar with our existing training materials and the experience we deliver
Meet with organizational partners who work closely with the Customer Care Team in Finance, Underwriting, Revenue, Analytics, and Technology
In the first 90 days, you will:
Craft and communicate the mission and vision of the Customer Care Team at Attune
Own the Customer Care QA process including strategy, configuration, and the relationship between Attune and MaestroQA
Develop a plan to optimize live volume team and core operations team to maximize efficiency and experience
Partner with analytics to build and refine the Customer Care metrics dashboard for the Broker Success (live support) team
Lead creation of the Customer Care learning and development program
Partner with Process Optimization to build a backlog of training and documentation needs for new and existing process flows, SOPs, job-aids, and quality checklists
In 120 days and beyond, you will:
Identify opportunities to automate, optimize or eliminate repetitive tasks currently performed by the Customer Care team
Identify and execute on opportunities balance workload efficiently between core operations and live support
Champion efficiency, quality, and experience improvement efforts inside and outside the team
Drive the Customer Care Zendesk configuration, QA strategy, and training program for existing and new initiatives
Continue to grow the Customer Care team - support headcount planning, resource allocation, budgeting and hiring activities
Establish key operational processes including escalation paths, outage response, continuous improvement and referrals.
- Bachelor’s degree in Management, Business, or other related field
- 8+ years of corporate experience with increasing responsibility
- 2+ years of direct management experience in customer care
- 2+ years experience in property & casualty insurance
- Experience working cross organizationally to develop the tools and processes required to build a highly functioning customer care organization
- Passion for coaching and developing talent through hands-on day-to-day mentoring
What we offer you:
- An opportunity to change the small business landscape.
- A great working environment that lives continuous improvement and encourages sharing ideas and taking risks to find better ways of doing things.
- A culture that promotes great relationships both inside the office and outside through activities in our community and company sponsored intramural clubs and events.
- Equity compensation.
- Medical, dental, and vision from day one and 401(k) matching.
- Fully stocked kitchens with free snacks & drinks.
Attune Insurance Services, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.