Performance Lead, Customer Experience
BestowLife Insurance company
United StatesLead
TriplePoint Capital
New Enterprise Associates
Valar Ventures
Goldman Sachs Growth Equity
Smith Point Capital
Operations & Strategy
About the role
TL;DR
Lead and mentor customer care advisors, resolve complex issues, and drive performance.
- •Bestow is seeking a Performance Lead for Customer Experience to mentor and guide a team of Customer Care Advisors.
- •This role focuses on resolving complex customer issues, driving team performance, and improving overall customer experience through coaching and process enhancements.
- •Key Responsibilities Provide expert guidance and resolve complex customer and agent inquiries.
- •Lead, mentor, and coach a team of Customer Care Advisors.
- •Identify and implement process improvements for efficiency and customer satisfaction.
- •Conduct quality assurance reviews and generate performance reports.
- •Represent the team in meetings and act as a delegate for the CX Manager.
- •Requirements 6+ years of experience in a customer service role.
- •Strong understanding of life insurance customer issues and operational processes.
- •Proficient with Customer Relationship Management (CRM) systems.
- •Proven leadership, customer-centricity, and problem-solving skills.
- •Experience in a highly-regulated industry is preferred.
Required skills
MentoringCoaching
Domain expertise
insurtech
Benefits & perks
Competitive salary and equity, Flexible paid time off, Parental leave programs, 100% paid-premium option for medical, dental, and vision insurance, Lifestyle stipend, Flexible work-from-home policy, Remote and WFH options, Equity
Tech stack
GitLinuxJiraConfluenceSlack
