Client Support Manager

As the Client Support Manager, you are responsible for ensuring your team is fully supporting our carriers, our account managers, and our internal processes. Your focus is to build a team that fully understands our processes and can leverage that knowledge as well as outstanding customer service service skills to solve problems presented by our carrier partners. This is the team that takes ownership of a problem and helps ensure resolution. Daily, you monitor the performance of your team and ensure that the inbound carrier inquiries are handled in a timely manner. Weekly, you meet with your team as a whole and hold one-on-one meetings to ensure they are on track to meet goals providing coaching, feedback, and mentorship. This also includes meeting with the account management team to ensure that the feedback loop for concerns and issues is kept intact. From a personal development perspective, you are always looking to grow as a manager and seek feedback from your team and peers. Recognition and appreciation are top of mind for you and you are always finding ways to inspire your team to meet big objectives and taking time to celebrate wins. You are an advocate for your team on the individual level and as a whole providing regular updates on the successes and challenges your team faces.

Responsibilities of the Client Support Manager:

• Maintain a sense of urgency for a team handling a high volume amount of adjustor calls
• Own the carrier experience by ensuring all carrier problems are brought to resolution and ensuring you and your team are a key part of the feedback loop
• Manage and set expectations for adjustors around Snapsheet processes
• Ensure the teams works with adjusters and adjusting managers to optimize usage of internal user portals.
• Manage challenging customer service situations while maintaining a positive, empathetic, and consultative approach towards the adjuster at all times
• Manage Ops Support team workload, pushing the team to meet and exceed goals.
• Owns escalations of files and assists with resolution where necessary.
• Regularly check-in with team members on goals and providing coaching where needed while holding each team member accountable.
• Provide development opportunities for employees to help them reach the next level in their career.
• Spark teamwork in order to achieve larger team goals
• Maintain communication within the department and across the org, reporting on progress, successes, and opportunities with our accounts as well as new processes. 
• Regularly meet with your entire team to spark innovation, celebrate, and solve problems. 
• Analyze data and metrics to make best practices and innovating on where the team improve
• Provide close guidance and sufficient training for less-experienced estimators
• Assist in identification and evaluation of new methods and processes that could help improve overall department performance, cycle-time, etc. 

Requirements for Ops Support Manager 

We are seeking self-motivated, competitive go-getters to join this growing team. You will be working within a remote production-based environment and will be responsible for managing numerous claims for 120 carriers across the US and Canada.

• Minimum of 5 years of account management or sales experience with at least 1 year of management experience
• Proven track record of leading high performing teams
• Knowledge of insurance principles in order to help drive claims decisions
• Proven track record to understand a problem and develop solutions to ensure future success
• Ability to work in a fast-paced, production-based, and results-driven environment
• Desire to thrive in a remote environment ripe with opportunity to advance

Personal Attributes

• Solution-oriented: A penchant for solving problems and getting things done
• Fast learner that is comfortable with the uncomfortable in an environment that will change quickly
• Persistent, dependable, and always a step ahead
• Vision and Creativity: This company was founded on a creative idea. Innovation is at the core of who we are.
• Passionate about success: We need people that understand that determination and hard work matter, who are determined to do the right thing, and who has a contagious, positive attitude, even when we are under pressure.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Snapsheet we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Snapsheet is an equal opportunity employer.