Team Lead, Customer Experience - Remote

Overview

The Team Lead, Customer Experience is an advanced-level position responsible for leading and mentoring a team of Customer Care Advisors (CCAs) at Bestow, an insurance technology platform.

In Short

• Lead and mentor a team of Customer Care Advisors.
• Provide expert guidance on customer inquiries.
• Resolve complex customer and agent issues.
• Identify and implement process improvements.
• Conduct quality assurance reviews.
• Build relationships with vendors and partners.
• Analyze team performance and provide feedback.
• Support team performance management.
• Facilitate team meetings and communications.
• Represent the team in meetings.

Requirements

• 6+ years of experience in customer service.
• Strong understanding of life insurance customer issues.
• Proficient with CRM systems.
• A valid life insurance license is required.
• Leadership skills to guide a team.
• Excellent communication skills.
• Problem-solving abilities.
• Adaptability in a fast-paced environment.
• Collaboration skills with cross-functional teams.

Benefits

• Competitive salary and equity.
• Flexible paid time off and parental leave.
• 100% paid medical, dental, and vision insurance.
• Lifestyle stipend for wellbeing.
• Remote and WFH options.
• Diversity, equity, and inclusion initiatives.