Customer Experience Manager

Job description

Here at PeopleKeep, we help make health care affordable for thousands of small business employees and their families. Each day, our team hears how much our customers love our product and the support they get from our team. Now is an exciting time for our business, as we’re looking to expand our product to enable businesses to do even more for their employees, making it easier to attract, hire, and retain great talent. Come join our product-led start-up and have a voice at the table.

 

What you’ll do for us

As the Customer Experience Manager, you’ll oversee two small, customer-facing teams: our customer support team and our documentation review team. These teams work in tandem to help business admins offer compliant benefits and to help their employees navigate the software. Our support team helps our customers via email, chat, and outbound calls while our documentation review team reviews user-submitted requests against IRS regulations.  You will be responsible for team member performance, advocate for your teams internally, and ensure your team provides a quality customer experience. For a small portion of your week, you will be expected to work directly with customers as your support and review teams do.

 

What this role will do for you

You’ll expand your knowledge of all working parts of a start-up by collaborating with cross-functional teams including marketing, sales, customer success, product, and design. In this role, you’ll grow your leadership by working with a diverse team. You’ll be encouraged to implement creative solutions to help propel our support team, doc review team, and business forward. You’ll be trusted to work with autonomy to help your teams thrive.

 

Here’s a little more about what you’ll be doing in the role:

 

Coach and motivate your team.

  • Support, coach, and lead individuals on your team to meet and exceed role expectations.

  • Advocate and coach individuals in their professional development.

  • Increase the cohesiveness and effectiveness of your teams.

Work cross-departmentally.

  • Advocate for your team’s needs.

  • Help prioritize your team’s needs within company needs and communicate that with your team.

Allocate resources and operations.

  • Ensure team capacity meets business needs, including SLAs, and align team resources as needed.

  • Help identify projects (during off-season) and get your team motivated and on pace to achieve goals.

  • Take ownership of team tools and processes.

Ensure a high-quality customer experience.

  • Review a subset of your team’s interactions and reviews for quality, accuracy, consistency, and opportunities to surprise and delight.

  • Take ownership of (rare) escalated emails, calls, or compliance concerns.

Requirements

  • Previous management experience and/or relevant work experience
  • Ability to work in a fast-paced and quickly changing environment

  • Empathy, patience, and clear communication skills

  • Detail-oriented personality

  • Ability to use data to help drive decisions

  • Passion for advocating for others’ needs

In order to be considered for this role, please submit your resume as well as a cover letter responding to the following questions: 1. Why do you think PeopleKeep is the place for you? 2. Tell us about a memorable experience you’ve had managing a team or individuals. Why was that memorable?