Director of Customer Advocacy
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Everyone needs car insurance, but let’s be honest, nobody is really excited about it.
We understand. That’s why we’re building Clearcover to offer people the right coverage, in moments that matter, for the lowest cost possible. Most insurance companies spend a lot of their customers’ money on wasteful things like expensive commercials, celebrity endorsements, and (really) outdated systems. And the more they spend, the more their customers have to pay. Clearcover is different. We use advanced technology and focus on moments insurance actually matters to people so we can offer great coverage at way lower prices.
To do this, we’re fundamentally changing how an insurance company works. And we need your help.
Our Director of Customer Advocacy will lead the teams that help our customers resolve any questions or issues they have with our products and services. And let’s be honest, it’s insurance, so they’ll probably have some. This version of customer service includes sales, service and claims - everything a customer might need - which is why we named it ‘Customer Advocacy’. Our job is to help people navigate a product and industry that’s almost always a little foreign, so this isn’t the old “please hold while I find someone with the right script” type of customer service job. It’s a “let’s get creative and solve your problem together” kind of position.
We’re building this function from the ground up, and you’ll lead the charge. That means traditional rules can get thrown out the window in favor of smarter solutions that actually put the customer first. This is also a high visibility role – you’ll be working with members of our insurance and tech teams on multiple kinds of customer issues, making suggestions on product and service improvements, and leading a fast growing team.
Roles & Responsibilities
- Lead Customer Advocacy team, which will include managing active employees and hiring new ones.
- Evaluate and reinvent our Customer Advocacy vision and strategy – you’ll get to make this function your own.
- Build and refine training materials, refine policies & procedures, and select and train new hires.
- Implement new processes and strategies within our Advocacy technology stack – including Zendesk, internal portals, and a variety of other tools.
- Develop integrated communication capabilities including phone, text, chat, email and social media and write customer facing content for FAQ, in-app support, and email templates.
- Develop team metrics and individual reports to assist with coaching and improvement on KPIs
- Develop quantitative and qualitative methods of analyzing customer feedback and developing prioritized insights.
Prior Experience & Professional Qualities
- Proven experience building and leading D2C sales/support/success teams
- Experience in a technology startup.
- Experience with Zendesk and other CRM & support systems and practices
- Ability to challenge assumptions and build out business processes from first principles
- Ability to work outside of normal hours (only occasionally) to make sure pressing customer needs are addressed in timely manner
- A growth mindset – a clear and evidenced drive to improve your and your organization’s performance through continued learning.
- A tactful, timely sense of humor is also a must. We’re getting funnier but we can still be funnier-er.
We’re offering competitive pay, equity, and benefits.
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