Performance Lead, Customer Experience

About the role

This role is for an experienced professional to guide a team of Customer Care Advisors. You will offer expert advice on challenging customer and agent issues, while also driving team efficiency and performance through coaching and refining processes. We seek someone dedicated to customer satisfaction, who can foster talent and empower their team to deliver exceptional service.

Key facts

What you'll do

• Provide expert guidance to Customer Care Advisors on customer inquiries across all communication channels.
• Address and resolve complex customer and agent issues, including managing escalated situations.
• Lead, mentor, and coach a team of Customer Care Advisors, cultivating a positive team environment.
• Facilitate team meetings and disseminate important communications.
• Identify and implement improvements to processes to boost performance, efficiency, and the overall customer experience.
• Contribute to and lead department projects and initiatives.
• Conduct quality assurance reviews, offer feedback, and produce performance reports.
• Develop and maintain relationships with external vendors and enterprise partners.
• Represent the team in meetings and act as a delegate for the Customer Experience Manager.
• Oversee key operational procedures, conduct business testing, and participate in audits.
• Analyze team performance, identify trends, and provide constructive feedback.
• Support team member performance management through regular reviews and feedback.

Requirements

• A minimum of 6 years of experience in a customer service capacity.
• Solid understanding of life insurance customer concerns, operational workflows, and related regulations.
• Proficiency with Customer Relationship Management (CRM) systems.
• Demonstrated leadership abilities, including guiding initiatives, making decisions, and managing performance.
• A strong customer focus with a deep comprehension of our products and services.
• Excellent written and verbal communication skills, with the ability to provide clear coaching and feedback.
• Capacity for research and analysis to solve complex problems.
• Adaptability to a fast-paced environment with evolving priorities.
• Strong teamwork and interpersonal skills for effective collaboration.

Nice to have

• Experience working within a highly regulated industry.

Skills & tools

• Customer Relationship Management (CRM) systems

Practical notes

• Bestow uses E-Verify to confirm employment eligibility.
• Flexible work-from-home policy.
• Benefits include competitive salary and equity, flexible paid time off, parental leave, 100% paid medical, dental, and vision insurance premiums, and a lifestyle stipend.
• Award-winning workplace: Best Place for Working Parents (2023-2025), Great Place to Work Certified (2022-2025), Built In Best Places to Work (2022-2025), Fortune's Best Workplaces in Texas (2022-2023), Fortune's Best Workplaces in Financial Services and Insurance (2022-2024).