As a manager, you will join our well-established and driven Customer Success Team, taking on the responsibility of ensuring their ongoing success. Our Customer Service Representatives (CSRs) play a vital role as the first point of contact within the company, skillfully managing inbound calls and email inquiries. Their main goal is to address issues throughout the customer and agent lifecycles, ensuring the delivery of the highest level of service experience. As experts in billing and the agency portal system, they provide guidance and comprehensive solutions to all inquiries related to quotes and policy handling. In addition to your actions accelerating the CSR team success, you will also play a key role in consolidating insights that drive our product development feedback loop, helping us to excel our product offering to deliver exceptional customer experiences.

What You’ll Do 

● Lead, mentor, and motivate the customer success team.

● Participate in recruiting and hiring CSRs, providing training, onboarding, and establishing hiring priorities.

● Set performance expectations, conduct regular reviews, and offer constructive feedback.

● Allocate resources efficiently to meet customer needs and balance workload.

● Report on production activities and performance. 

● Establish and monitor key performance indicators (KPIs), providing regular reports on team and individual performance.

● Address and resolve escalated customer issues, providing guidance on complex situations and escalating to relevant departments when necessary.

● Identify areas for process improvement within customer success, implementing strategies to enhance team efficiency.

 ● Consolidate and escalate product feedback based on customer/agent suggestions and personal observations.

● Review and follow up on customer satisfaction surveys, preparing action plans to address any discovered issues.

Requirements 

● 5 years of experience in leading a customer success team, account management team, or a related customer-facing management role.

● Proven leadership and management skills.

● Ability to inspire and motivate a team toward common goals.

● Excellent communication skills, both written and verbal.

● Ability to solve problems analytically, capability to address complex customer issues and find effective solutions.

● Experience in hiring, training, and developing customer success professionals.

● Strategic mindset with the ability to align customer success initiatives with overall business objectives.

● Familiarity with key performance indicators (KPIs) in customer success, ability to use data and metrics to assess team and individual performance.

● Ability to adapt to a fast-paced and evolving business environment, Flexibility to adjust strategies and tactics based on changing customer needs.

● Proficiency in using customer relationship management (CRM) software and other relevant tools, ability to leverage technology to enhance customer success initiatives.

 Benefits

● Health benefits

● Employee options grant

● 401K

● Flexible paid time off

● Paid national holidays