We’re hiring a Customer Service Manager in Columbus, OH

The company: Root is a company of 200 people and (mindfully) growing. In March of 2015, we set out to build an insurance solution that did two things: 1) gave an unprecedented userexperience and 2) used modern data to more accurately predict risk. We created a mobile car insurance app, and we changed the industry in the process.

The culture: Root is a venture-backed technology company. Our early signs of success are in large part due to our unwavering standards in hiring. We recognize that our product is only asgood as the people building it. We look for individuals who can find solutions by going through the cycle of ideation to implementation with curiosity and rigor. We expect every team member to lead with empathy and respect.

The role: At Root, the customer is at the heart of all we do. Our customer service team is the gateway to our customers and directly shapes both our customer experience and the product we’re building. We’re looking to add leaders to our Customer Service Team who will be instrumental as we scale. The ideal candidate will be relentlessly curious about our customers’ experiences - utilizing data to gain insights that will continually improve the customers’ experience and drive operational efficiencies. This candidate will lead through both coaching Representatives and exemplifying Root’s long term mission for sustainable growth and best in class customer support.

Responsibilities

  • Lead and mentor a team of CS reps, ensuring CS quality and consistency, as well as adherence to company policies and procedures
  • Model and inspire professional response and resolution to all customer inquiries and concerns Initiate hiring, promotion, transfer and disciplinary action for staff
  • Provide in the moment coaching/feedback to CS reps, as well as ongoing formal performance reviews where you will implement actionable advice to improve performance
  • Review data analytics to ensure CS SLA and goals are being met across the CS org, looking for outliers
  • Communicate customer service data trends, both associate performance and product performance/questions, to VP CS
  • Provide recommendations to improve internal tools, product/app, marketing and overall customer experience
  • Establish, promote and maintain a culture dedicated to customer service that is easy, provides complete answers and is friendly to interact with
  • Drive motivation and engagement with our CS reps
  • Maintain team alignment with objectives across verticals, ensuring objectives are met
  • Work with VP of CS to roll out CS vision initiatives
  • Onboarding/Training, development of training
  • Plan, prepare, and devise work schedules, according to workloads

Requirements

  • 4-6 years of supervisory experience (call center and/or auto insurance industry experience preferred)
  • Solid training leadership and management skills with ability to lead by example and foster mentoring relationships
  • Motivation to work independently, show initiative, and think creatively
  • Ability to provide in the moment coaching and motivation
  • Time management and problem solving skillsExcellent Data analysis and interpretation skills
  • Proficiency in Word, Excel, and PowerPoint
  • Ability to create momentum and foster organizational change
  • Ability to teach and manage diverse learners with varying backgrounds
  • Excellent written & verbal communication skills
  • Willingness to learn and ability to gain deep knowledge of the insurance product and smartphone app

Get in touch

Finding the right people to help us build Root is a top priority. Whether you would like to explore the possibility of working together or simply learn more about the position, we’d love to hear from you!

Apply now