Customer Care Manager

  • 40 Exchange Pl, New York, NY 10005, USA
  • Full-time

Company Description

Running a small business is hard. Getting insurance for your small business is even harder. It takes forever, the process is antiquated, and one wrong decision can be disastrous.

At Attune, we’re changing small business insurance in a big way.

At the forefront of the insuretech industry, we are rebuilding small business’s access to insurance from scratch, making it instant, easy, and safe. How? Instead of requiring that a business answers hundreds of questions (seriously), our sophisticated platform aggregates the necessary data from different sources, and then uses incredibly advanced analytics to create tailored products that can be delivered in mere minutes, not days or weeks.

We are at the beginning of our journey and are looking for innovators who are curious and excited to drive change.

Backed by Two Sigma, AIG, and Blackboard, we have the horsepower and partners to make a big impact. Unlike other start-ups, Attune has the funding, expertise, and support to modernize and move quickly. If you are energized by making the complex, simple; the time consuming, easy; and the antiquated, tech-enabled, we want you on our team.

Disrupting an industry through data, technology and speed isn't easy – but the challenges we’ll tackle together are some of the most rewarding you’ll experience in your career.

Job Description

We're looking for a Customer Care Manager to help bring Customer Care at Attune to the next level. The Customer Care Manager will report to the Director of Operations. In addition to providing mentorship and coaching to a growing organization of associates and team leads, you'll be the champion for amazing customer experience in Customer Care - building the tools, training, and systems that make delivering that possible.

In the first 30 days, you will:

  • Learn our new broker registration, renewals, cancellations, billing and core operations processes

  • Shadow Customer Care team members to gain an understanding of what they do day-to-day

  • Get familiar with our support software and tools

  • Get trained on our products, partners, processes and systems

  • Answer support tickets to become familiar with our existing training materials and the experience we deliver

  • Meet with organizational partners who work closely with the Customer Care Team in Finance, Underwriting, Revenue, Analytics, and Technology

In the first 90 days, you will:

  • Craft and communicate the mission and vision of the Customer Care Team at Attune

  • Own the Customer Care QA process including strategy, configuration, and the relationship between Attune and MaestroQA

  • Develop a plan to optimize live volume team and core operations team to maximize efficiency and experience

  • Partner with analytics to build and refine the Customer Care metrics dashboard for the Broker Success (live support) team

  • Lead creation of the Customer Care learning and development program

  • Partner with Process Optimization to build a backlog of training and documentation needs for new and existing process flows, SOPs, job-aids, and quality checklists

In 120 days and beyond, you will:

  • Identify opportunities to automate, optimize or eliminate repetitive tasks currently performed by the Customer Care team

  • Identify and execute on opportunities balance workload efficiently between core operations and live support

  • Champion efficiency, quality, and experience improvement efforts inside and outside the team

  • Drive the Customer Care Zendesk configuration, QA strategy, and training program for existing and new initiatives

  • Continue to grow the Customer Care team - support headcount planning, resource allocation, budgeting and hiring activities

  • Establish key operational processes including escalation paths, outage response, continuous improvement and referrals.

 

Qualifications

 

  • Bachelor’s degree in Management, Business, or other related field
  • 8+ years of corporate experience with increasing responsibility
  • 2+ years of direct management experience in customer support

 

Additional Information

What we offer you:

  • An opportunity to change the small business landscape.
  • A great working environment that lives continuous improvement and encourages sharing ideas and taking risks to find better ways of doing things.
  • A culture that promotes great relationships both inside the office and outside through activities in our community and company sponsored intramural clubs and events.
  • Equity compensation.
  • Medical and 401(k) matching from day one.
  • Fully stocked kitchens with free snacks & drinks.

Attune Insurance Services, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.