Customer Advocacy Manager at Clearcover

| Chicago | Remote
Sorry, this job was removed at 11:41 a.m. (CST) on Wednesday, March 16, 2022
Find out who's hiring in Chicago.
See all Operations jobs in Chicago
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Our Value Proposition: Clearcover is a venture-backed technology start-up disrupting the trillion-dollar legacy insurance market. We’ve focused on building products that create confident, happy customers - and we’re flourishing. We believe in putting our people first, paying them well, and working together to solve tough problems. If you’d like a high-growth opportunity with an award-winning company, let’s chat.

In this role: Are you empathetic, friendly, and a passionate people leader who loves connecting with and helping others? We’re looking for a natural leader and Customer Advocacy Manager that will be responsible for empowering the people managers under them, leading special projects, and handling escalated customer situations. You’ll ensure that all of our customers have an excellent experience while ensuring the team hits all their goals. 

What will you do?

People Management-Related Items (40%)

  • Coach people managers
    • Provide feedback on how to motivate/empower/obtain the best from their direct reports
    • Identify and eliminate roadblocks for junior team members
    • Conduct performance reviews
    • Create performance improvement plans
    • Provide guidance
    • Support career development
  • Help oversee and manage the hiring strategy for your teams
  • Interview candidates for your teams

Special Projects & Cross Department-Related Items (40%)

  • Develop and implement strategies to ensure team hits all KPIs
  • Identify, develop, and implement efficiency initiatives through process and/or technology enhancements
  • Collaborate with the Shared Services team to create and modify internal sources of information
  • Work with the product team to help brainstorm ways to improve the customer and internal team experience

Escalation-Related Items (20%)

  • Handle customer escalations via social media, NPS/CSAT platforms, phone, email, chat, and other media
  • Respond to process-related questions posed by junior team members

What will your 30-60-90 day plan look like?

Within days 1-30, you will:

  • Start building relationships with your direct reports and shadowing their daily responsibilities
  • Learn the technology systems and processes that Clearcover regularly uses
  • Start learning the CX journey of a Clearcover customer

Within days 31-60, you will:

  • Shadow indirect reports to learn their daily responsibilities
  • Start building relationships with key members of other Clearcover departments
  • Review existing customer-related processes and KPIs

Within days 61-90, you will:

  • Pass the knowledge and skills-based test
  • Recommend modifications to current customer-related processes and KPIs
  • Start working with CX peers to refine inter-departmental processes

How will you be measured?

  • Direct and indirect reports’ KPI performance
  • Employee engagement

What do you need? 

  • People management experience (required): Minimum of 2 years
  • Customer support experience in a B2C call center environment (required): Minimum of 2 years
  • Proven track record of direct reports meeting or exceeding KPIs (required): Minimum of 1 year
  • Proven track record of meeting or exceeding KPIs as an individual contributor (required): Minimum of 1 year
  • Startup experience (preferred)
  • P&C license required 
  • Familiarity with CRM & support systems and practices (Zendesk preferred)
  • Strong active listening skills and able to communicate clearly
  • Demonstrated ability to remain friendly under pressure and resilient to negativity
  • Ability to multitask, prioritize, and manage time effectively 
  • BA/BS or comparable work experience
  • Able and willing to work evenings and weekends (this is not a 9-5 job)
  • A tactful, timely sense of humor is also a must. We’re getting funnier but we can still be funnier-er

But wait, there’s more: As a people-first company, your health and well-being is a priority at Clearcover. While we do offer medical (and cover the vast majority of the premium), dental, vision (and cover 100% of those premiums) and 401K (we contribute 3% even if you contribute nothing), we’ve curated a stack of perks and benefits that stretch beyond the expected. With over half of our employees remote to the Chicago HQ office, we paved the way for flexible work locations and continue to offer this flexibility. Our people also have access to unlimited vacation, monthly mental health workshops, discounted gym memberships, equity in the company and an annual bonus program. Plus, if Clearcover is available in your state, you could have access to an employee discount on auto-insurance! Excited to learn more? Complete the application below!

Clearcover is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.

Read Full Job Description
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • SnowflakeDatabases

Location

33 W Monroe, Chicago, IL 60603

What are Clearcover Perks + Benefits

Clearcover Benefits Overview

Clearcover offers a comprehensive benefits package along with a number of perks in an effort to support our employees and their families. We work to align our perks with our core values and empower our employees to balance work and their personal lives.

Culture
Volunteer in local community
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Clearcover covers 100% of the employee's dental benefits.
Vision Benefits
Clearcover covers 100% of the employee's vision benefits.
Health Insurance Benefits
Clearcover's health insurance plan is with United Healthcare with a range of plans including PPO, HDHP and HSA. If you elect an HSA, we cover your out-of-pocket deductible as an HSA contribution.
Life Insurance
Clearcover offers voluntary life insurance.
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Virtual yoga classes offered twice per week!
Mental Health Benefits
Monthly Mental Health Workshops 1:1 Counseling sessions with a LCSW Live, virtual yoga, 3 x week Unlimited vacation Meeting-free Fridays Access to supportive mental health community in Slack
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Clearcover provides employees with a 401(k) contribution of 3% of an employee's annual gross pay.
Company Equity
Performance Bonus
Annual bonus based upon company performance
Child Care & Parental Leave Benefits
Child Care Benefits
Dependent Care FSA allows you to put away pre-tax dollars towards daycare expenses for dependents under the age of 13.
Generous Parental Leave
Clearcover offers parental leave for new parents after birth or adoption of a child. Full-time employees that have been employed for six months are eligible for six weeks of paid Parental Leave.
Flexible Work Schedule
Clearcover has flexible start and end times based upon your position and your team.
Remote Work Program
Our remote work program includes work from home Full-time remote for specific positions, as well as work flexible remote work for most position.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave. Other policies apply to those here less than 12 months.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Employees receive 5 paid sick days each year.
Perks & Discounts
Casual Dress
Commuter Benefits
Clearcover's offers Commuter Benefits, employees can save an average of 30 percent off their commute by contributing pre-tax dollars.
Company Outings
Clearcover celebrates company wins by organizing quarterly outings to a variety of places like the Escape Room, Punchbowl Social and Bounce.
Game Room
Clearcover's game room includes a state-of-the-art ping pong table, custom Nerf gun wall and a Pop-a-Shot to let employees enjoy breaks between work.
Stocked Kitchen
We send snack boxes monthly since we are virtual.
Home Office Stipend for Remote Employees
We offer a one-time $250 stipend to set up your work from home office. Use this for anything that will support your work from home arrangement.
Professional Development Benefits
Job Training & Conferences
Clearcover offers a stipend to each employee to invest as they choose in their own professional development.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available

More Jobs at Clearcover

Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Clearcover's full profileSee more Clearcover jobs