Performance Lead, Customer Experience

About the role

Bestow is a leading vertical technology platform for life insurers. Our platform simplifies the complex value chain, allowing carriers to launch products quickly. We are backed by leading investors and trusted by major carriers. This role is open to hybrid in our Dallas office or Remote (US).

Responsibilities

• Provide expert advice and guidance to Customer Care Advisors on customer inquiries across all channels.
• Resolve complex customer and agent issues, including managing escalations.
• Lead, mentor, and coach a team of Customer Care Advisors, fostering a positive team culture.
• Facilitate team meetings and communications.
• Identify and implement process improvements to enhance performance and efficiency and the overall customer experience.
• Lead and contribute to department projects and initiatives.
• Conduct quality assurance reviews, provide feedback, and generate reports.
• Analyze team performance, identify trends, and provide feedback.
• Support team performance management through regular reviews and feedback.

Requirements

• 6+ years of experience in a customer service role.
• Strong understanding of life insurance customer issues, operational processes, and relevant regulations.
• Proficient with Customer Relationship Management (CRM) systems.
• Experience in a highly-regulated industry is preferred.
• A valid life insurance license is required.

Qualifications

• Leadership: Ability to guide a team by leading department initiatives, making decisions, and managing performance.
• Customer-Centric: A strong focus on customer needs, with a deep understanding of our products and services.
• Communication: Excellent written and verbal communication skills, including the ability to provide clear and effective coaching and feedback.
• Problem-Solving: Ability to perform research and analysis on complex items and develop solutions.
• Adaptability: Comfortable working in a fast-paced environment with ambiguity and changing priorities.
• Collaboration: Strong teamwork and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners.

Skills

• Expertise in customer service and problem-solving.
• Strong leadership and mentoring skills.
• Ability to manage multiple tasks and prioritize effectively.
• Knowledge of CRM systems and regulatory compliance.

Benefits

• Competitive salary and equity based on role.
• Policies and managers that support work/life balance, including flexible paid time off and parental leave programs.
• 100% paid-premium option for medical, dental, and vision insurance.
• Lifestyle stipend to support physical, emotional, and financial wellbeing.
• Flexible work-from-home policy and remote options.
• Employee-led diversity, equity, and inclusion initiatives.

Pay

Competitive salary and equity based on role.

Schedule

Flexible remote/hybrid work.