Performance Lead, Customer Experience

This is a fully remote position, open to applicants in Texas.

📋 Description

• Offer expert guidance and advice to Customer Care Advisors regarding customer inquiries across all communication channels.

• Address complex issues faced by customers and agents, including the management of escalations.

• Lead, mentor, and coach a team of Customer Care Advisors while promoting a positive team culture.

• Organize team meetings and facilitate effective communication.

• Identify and implement process enhancements to improve performance, efficiency, and the overall customer experience.

• Lead and participate in departmental projects and initiatives.

• Conduct quality assurance evaluations, provide constructive feedback, and prepare reports.

• Establish and maintain relationships with vendors and enterprise partners.

• Represent the team in meetings and serve as a delegate for the CX Manager.

• Oversee key operational processes, perform business testing, and engage in audits.

• Analyze team performance, identify patterns, and provide insightful feedback.

• Assist in team performance management through regular evaluations and feedback.

⛳️ Requirements

• Over 6 years of experience in a customer service position.

• Strong comprehension of life insurance customer concerns, operational procedures, and pertinent regulations.

• Proficient in Customer Relationship Management (CRM) systems.

• Experience in a highly-regulated sector is preferred.

• A valid life insurance license is mandatory.

• Leadership skills: Ability to direct a team by spearheading departmental initiatives, making informed decisions, and managing performance.

• Customer-Centric approach: Strong focus on customer needs, with an in-depth understanding of our products and services.

• Communication skills: Excellent written and verbal communication abilities, including the capacity to deliver clear and impactful coaching and feedback.

• Problem-Solving aptitude: Ability to conduct research and analysis on complex issues and devise effective solutions.

• Adaptability: Comfortable in a fast-paced environment characterized by ambiguity and shifting priorities.

• Collaboration skills: Strong teamwork and interpersonal abilities, with the capability to work effectively with cross-functional teams and external partners.

🏝️ Benefits

• Competitive salary and equity based on role.

• Supportive policies and management that promote work/life balance, including flexible paid time off and parental leave programs.

• 100% premium coverage for medical, dental, and vision insurance.

• Lifestyle stipend to enhance your physical, emotional, and financial wellbeing.

• Flexible work-from-home policy with options for remote work.

• Choices for remote and work-from-home arrangements, as well as access to a modern office in Dallas’ Deep Ellum for those preferring an office environment.

• Employee-led initiatives focusing on diversity, equity, and inclusion.