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

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.
 
Shift: Core Hours Monday-Friday 8:00 a.m. - 5:00 p.m.


What you’ll be doing.

  • Lead and mentor a team of 7-9 Team Leaders including Helpdesk Representatives, 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, concerns and escalated issues by serving as Tier II escalation point of contact
  • Initiate hiring, promotion, transfer and disciplinary action for staff
  • Provide in the moment coaching/feedback to Team Leaders as well as ongoing formal performance reviews where you will implement actionable advice to improve performance
  • Communicate customer service data trends, both associate performance and product performance/questions, to Manager of CS
  • Provide recommendations to improve internal tools, product/app, marketing and overall customer experience
  • Able to work cross-functionally with business partners across the organization such as Legal, Compliance and Engineering 
  • 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 Team Leaders and CS Reps
  • Work with CS Leadership team to roll out vision initiatives

What we’re looking for.

  • 1-2 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 skills
  • Ability to analyze team performance data and identify trends to coach accordingly
  • 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
Who we are.
Root Insurance is the nation’s first licensed insurance carrier powered entirely by mobile. We were founded on the belief that the services you need for everyday life should serve you better. That’s why we base insurance coverages on you, not your demographic. It’s the way insurance should be. And it’s all conveniently in an app.

What draws people to Root.
We’re a venture-backed technology company. Our early success is in large part due to our unwavering standards in hiring. We recognize that our product is only as good as the people building and promoting it. We look for individuals who find solutions by going through the cycle of ideation to implementation with curiosity, rigor, and a highly analytical lens. Ask anyone who works here and you’ll hear similar reasons for why they joined:

Autonomy. For assertive self-starters, the opportunities to contribute are limitless.

Impact. By challenging the way it’s always been done, we solve problems that have a big impact on our business.

Collaboration. We encourage rich discussion and civil debate at every turn.

People. We are inspired by the collection of crazy-smart people around us.

Current job openings

Actuarial
Analytics
Engineering
Customer Service
Finance
People
Data Science
Marketing
Product
Legal
Creative

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 jobs@inc.joinroot.com.