Client Experience Team Manager

We are a fast-growing, venture-backed property insurance tech agency for landlords and we’re looking for an exceptional leader to join our Client Experience team in Kansas City! This will be a fast-paced, dynamic role where you’ll solve complex problems on the fly and drive performance excellence of a customer-facing account management & support team.

Our purpose is to give landlords all over the country a fast, modern insurance buying experience and amazing customer service so they’re confident they’ll have the coverage they need on a rainy day. Because of our technology and service, our customers love being insured by us, even when they have a claim.

We’ve tripled our Client Experience team over the past 12 months and we’re searching for a support leader to lead, grow, and drive efficiency on our CX team in 2023.

What You'll Do

• Lead a high performing, customer-facing support team by setting vision, implementing strategy, and continuing to develop infrastructure as the department continues to grow.  
• Create and continuously improve workflows and processes to maximize efficiency and improve department performance (e.g quality, service levels, etc).
• Leverage data analytics to understand our support organization and drive optimal performance.
• Provide direct support, coaching, and guidance to the support team to maintain a high bar of performance and deliver excellent results. 
• Continue to grow a top-notch CX department by participating in interviewing and recruiting other great talent as needed.

Your Background

• Experienced: You are a gifted leader with 3+ years management experience leading high performing support teams of 10 or more employees. 
• Insurance: You have a history of successful leadership experience in Property & Casualty insurance. 
• Technical: You are extremely tech savvy and know how to leverage data and technology to your advantage. You are highly proficient with Excel and have had exposure to data-visualization tools such as Looker, Tableau, or Metabase.   
• Operations: You have strong operational acumen when it comes to leading a customer support organization.
• Driven: You can handle important responsibilities and assignments with limited oversight. 

Required Licensing

• You must have an active Property and Casualty license in at least one state.

Compensation and Benefits

• Base Salary of $120,000
• Equity in the company
• 401K
• Discretionary PTO
• Health, vision, and dental insurance

Location:

• Kansas City metropolitan area (Leawood, KS)
• Hybrid work schedule - 3 days in-office, 2 days WFH

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