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Customer Service Manager

We're reshaping the way that insurance is sold, and building product to make sure our customers get the most out of the insurance policies they buy. Insurance products are consumer products, yet have never been treated as such by incumbents. We're proud of our customer-centric focus, and the elegant apps we build to better serve our customers. Cover has significant backing by world-class investors and is based in San Francisco.

Cover is seeking an experienced Customer Service Manager to support our current and future growth. This role encompasses both large and small needs of the business. You will be expected to interact with employees within all levels of the organization and execute the leadership function for our customer service team.

Job Duties

  • Champion a culture of customer success
  • Demonstrate effective team management skills in actions, communication, and management practices
  • Develop, implement and maintain individual contributor KPI’s that align with our best in class customer experience
  • Handle customer escalations to ensure concerns are being resolved to the utmost satisfaction
  • Lead the data collection and reporting processes for the support team
  • Develop and maintain close relationships across product management, engineering, and marketing
  • Actively improve support policies and procedures, driving improvements across the entire team
  • Plan, organize, and own the daily responsibilities of our support team
  • Monitor and follow up with reviews left by customers to ensure our customer experiences match our expectations

Ideally, You’ll have

  • A strong record of leading successful support teams and policies
  • A deep understanding of managing ticketing systems such as Kustomer, Zendesk, or Desk.com
  • Experience using research and making data-driven decisions
  • Strong leadership and an ability to motivate a diverse on-site and remote team
  • Knowledge of data tracking, reporting, analysis, and the use of enterprise-level CRM software
  • The ability to lead operations and create innovative processes in a dynamic environment
  • Experience working with a company that has experienced a rapid growth phase
  • A builders mentality with a natural curiosity for solving difficult problems

Benefits:

  • Employer-paid health care
  • Company credit card
  • Free food, drinks & snacks at the office
  • Fun and engaged work environment
  • Amazon Prime
  • $200 annual health benefit
  • Dental
  • Monthly team outings
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