Want to work on something that matters? Ladder is life insurance built to be instant, simple, and smart. Life insurance is a fundamentally good product for families and communities. Unfortunately, the traditional life insurance process is unnecessarily burdensome, involving in-person meetings with agents, physical paperwork, and 6-8 weeks of waiting. This outdated process has resulted in a $16 trillion coverage gap in the United States.

We are a growing team of innovators who are going after a huge market by putting the customer at the center of product design. We are creating a company built on technology, design, and data science, so users can get the coverage they want and need.

The Ladder Customer Experience Team is looking for a team Manager to oversee and support a team of Customer Experience Associates. You will be responsible for coaching, feedback, mentorship, and professional development of your team members.


What You’ll Do

  • Manage the day-to-day operations and performance of 6-8 Customer Experience Associates
  • Lead team members providing omnichannel service (e.g., email, voice, chat) while encouraging and reinforcing best practices for delightful customer experience
  • Encourage empathetic service, demonstrating care and curiosity, with a commitment to going above and beyond to solve user problems  
  • Work with external partners to facilitate a smooth purchasing experience for customers
  • Collaborate on cross-functional projects that improve the customer experience 
  • Represent the voice of the customer to internal stakeholders and recommend ideas to increase customer satisfaction
  • Assist with CX team strategy and operations as the team grows and scales
  • Recruit and hire new Customer Experience Associates

 

Qualifications

  • 3+ years people management on a customer-facing team, technical industry preferred
  • Passion for developing and coaching individuals
  • Start-up mentality. Desire to roll-up your sleeves, problem-solve, and get things done
  • Analytical and process-oriented mindset
  • Deep emotional-intelligence and passion for delivering an exceptional customer experience
  • Excellent communication and advocacy skills
  • Licensed in life insurance (or willing to be)

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