Customer Service Manager

Job Description

The position. At Root, the customer is at the heart of all we do. Our customer service team is the gateway to our customers and directly shapes both our customer experience and the product we’re building. We’re looking to add leaders to our Customer Service Team who will be instrumental as we scale. The ideal candidate will be relentlessly curious about our customers’ experiences - utilizing data to gain insights that will continually improve the customers’ experience and drive operational efficiencies. This candidate will lead through both coaching Supervisors, Customer Service Representative II's, and Analysts and exemplifying Root’s long-term mission for sustainable growth and best-in-class customer support.

What you’ll be doing.

• Lead and mentor a team of CS Supervisors, CSR II’s, and Analysts
• Provide in the moment coaching and feedback to supervisors, as well as ongoing formal performance reviews where you will implement actionable advice to improve team
• Identify staffing trends to initiate hiring, promotion, transfer, and disciplinary action
• Review data analytics to ensure SLA and goals are being met by supporting supervisor coaching and development
• Lead Strategy Development to improve customer satisfaction delivery and streamline organizational alignment
• Provide recommendations to improve internal tools, product/app, marketing and overall customer experience
• Establish, promote, and maintain a culture dedicated to customer service that is easy, provides complete answers and is friendly
• Drive motivation and engagement with our Supervisors, leads, and Team Members
• Work with VP of CS to roll out vision initiatives; guiding leaders/teams to execute
• Communicate customer service data trends, team performance, and product performance to VP CS
• Lead Onboarding/Training for CS Supervisors

What we’re looking for.

• 6 months of leadership experience (call center and/or auto insurance industry experience preferred)
• 2 years of process improvement/team strategy experience
• Solid training leadership and management skills with ability to lead by example and foster mentoring relationships
• Motivation to work independently, show initiative, and think creatively
• Ability to provide in the moment coaching and motivation
• Time management and problem solving skills
• Excellent data analysis and interpretation skills
• Proficiency in Word, Excel, and PowerPoint
• Ability to create momentum and foster organizational change
• Ability to teach and manage diverse learners with varying backgrounds
• Excellent written & verbal communication skills
• Willingness to learn and ability to gain deep knowledge of the insurance product and smartphone app

Who we are. Root Insurance is the nation’s first licensed insurance carrier powered entirely by mobile. We were founded on the belief that the services you need for everyday life should serve you better. That’s why we base insurance coverages on you, not your demographic. It’s the way insurance should be. And it’s all conveniently in an app. What draws people to Root. We’re a venture-backed technology company. Our early success is in large part due to our unwavering standards in hiring. We recognize that our product is only as good as the people building and promoting it. We look for individuals who find solutions by going through the cycle of ideation to implementation with curiosity, rigor, and a highly analytical lens. Ask anyone who works here and you’ll hear similar reasons for why they joined: Autonomy. For assertive self-starters, the opportunities to contribute are limitless. Impact . By challenging the way it’s always been done, we solve problems that have a big impact on our business. Collaboration. We encourage rich discussion and civil debate at every turn. People. We are inspired by the collection of crazy-smart people around us. Apply for this job