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

The Company: Root is a venture-backed technology company founded on the belief that insurance is a broken industry, and we set out to change it. By getting to the “root” of the issue—the unfair, archaic, complicated insurance business model—and solving it entirely, we set out to transform the insurance world.

We believe our customers deserve insurance that is:
Fair. We lean on data, not demographic labels.
Affordable. We base rates on good driver performance.
Personal. We give our customers the power to affect their rates.
Easy. We create an intuitive experience.
Accessible. We make information clear.
Beyond. We are never, ever satisfied with the status quo.

The Culture: Root has been rapidly growing for the last few years. Our early signs of success are in large part due to our unwavering standards in hiring. We recognize that our product is only as good as the people building it. We look for passionate problem solvers who can find solutions by moving through the cycle of ideation to implementation with curiosity and rigor. We work together as one team and expect every team member to lead with empathy and courage.

­­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 Supervisors/CS2’s/Analysts and exemplifying Root’s long term mission for sustainable growth and best in class customer support.

Reports to VP of Customer Service

What you'll do:

  • Lead and mentor a team of CS Supervisors, CSR II’s, and Analysts
  • Identify staffing trends to initiate hiring, promotion, transfer and disciplinary action for CS Verticals
  • Provide in the moment coaching/feedback to CS Supervisors, as well as ongoing formal performance reviews where you will implement actionable advice to improve team
  • Review data analytics to ensure CS SLA and goals are being met across the CS Org, supporting CS Supervisor coaching and development
  • Communicate customer service data trends, both team performance and product performance/questions, to the VP of 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 Supervisors, CSR II’s, and Team Members
  • Maintain team alignment with objectives across verticals, ensuring objectives are met
  • Work with VP of CS to roll out CS vision initiatives; guiding leaders/teams on executing vision
  • Lead Strategy Development to improve customer satisfaction delivery and streamline organizational alignment

What you're best at:

  • Leading - 4+ years of leadership, process improvement, and team strategy experience (call center and/or auto insurance industry experience preferred)
  • Mentoring - Solid training leadership and management skills with ability to lead by example and foster mentoring relationships
  • Innovation - Motivation to work independently, show initiative, think creatively, and foster change
  • Coaching - Ability to provide in the moment coaching and motivation to diverse learners with varying backgrounds
  • Analytics - Excellent data analysis, interpretation skills, and creative problem solving
  • Proficiency - in Word, Excel, PowerPoint, and Google Suite (G Suite)
  • Communication - Excellent written and verbal communication skills
  • Adaptability - ability to learn/flex and adapt to changing business needs

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

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If you’d like to be a part of what we are building but don’t see an opening that suits you, email us at [email protected].