This role is for someone who can support Ladder customers in US Central or Eastern time zones.

Insurance is the next frontier in fintech. Life insurance is a $160B market and bigger than all non-life insurance combined. Ladder is reinventing life insurance and helping to solve the $16T life insurance gap in the United States. We are a growing team of inspired innovators, creating a company built on beautiful design, powerful technology, advanced data science and an incredible consumer experience.

The Customer Experience team is looking for new team members to be the face of our company and serve our customers. You would support our customers over phone, email, and chat while they evaluate, purchase, and hold a Ladder Life insurance policy.

The CX team also works cross-functionally, providing the company with a valuable feedback loop that helps us improve our product and customer experiences every day. Insights from customer interactions inform product direction, contribute to marketing communications, advertising initiatives and more. 

If you are excited about playing a part in the transformation of an industry and having significant impact in a rapidly growing company, consider joining the Ladder CX team.

What You'll Do

  • Delight consumers by confidently delivering high-quality customer experiences that educate consumers on life insurance
  • Provide omnichannel service (primarily phone, with email and chat) to customers to enthusiastically guide them through the application process and resolve their questions
  • Deliver 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
  • Provide service to customers in Central or Eastern time

Qualifications

  • 2+ years in customer-facing role, in a technical industry preferred
  • You have a start­up mentality and can adapt quickly to changes
  • You have deep emotional-intelligence and are passionate about delivering an exceptional customer experience
  • You own customer issues from start to finish and are a self-starter who is comfortable taking the initiative
  • You have excellent communication skills and can effectively communicate complex, abstract ideas
  • You are licensed in life insurance (or willing to be)

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