Customer Support Assistant Manager (Licensed) at Clearcover

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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.

What is an New Customer Support Assistant Manager (Licensed)?

New Customer Support Assistant Manager (Licensed) (NCSAMs) are a hybrid of being the face of Clearcover to our customers as well as managing team members. They help customers purchase insurance, counsel customers on coverages that best fit their needs, support their team members, and more. Our NCSAMs are empathetic, friendly, passionate people who love connecting with and helping others. They have a sixth sense for interpreting customer concerns and an enthusiasm for addressing them. Clearcover NCSAMs remain calm under pressure, thrive on matching customer needs with business resources, and have a passion for creating lifelong customer relationships. Going above and beyond for a customer is our NCSAMs’ standard mode of operation, which has empowered Clearcover to drive customer satisfaction that far exceeds the P&C insurance industry standard.

What will you do?

Individual Contributor-Related Items (50%)

  • Fanatically monitor and reply to live sales requests, underwriting needs, product  problems, and questions via phone, email, and chat
  • Provide expert customer service that transforms Clearcover quoter’s into brand evangelists 
  • Identify and assess customers’ needs through relatively unstructured interaction 
  • Build sustainable relationships and trust with customers through open and interactive communication
  • Ensure that new policies meet our underwriting guidelines and help combat fraud whenever possible
  • Contribute to process and product information in the team's Knowledge Base
  • Keep records of customer interactions, process customer accounts, and file documents 
  • Deliver on Clearcover’s promise to our customers by actually solving their problems (also paying attention to a few service level guidelines and policies)
  • Analyze in-process product changes and suggest modifications based on your user expertise

People Management-Related Items (25%)

  • Coach team members (provide feedback, conduct performance reviews, create performance improvement plans, provide guidance, and support career development)
  • Assist in maintaining the New Customer Support Representative schedule
  • Approving, editing, and tracking of direct reports’ time card and time off
  • Interview candidates
  • Mentor team members on best practices related to the overall quoting experience and selling of qualified policies 

Escalation-Related Items (13%)

  • Handle customer escalations via phone, email, and chat
  • Respond to process-related questions posed by new customer support representatives
  • Update internal ticketing system with pertinent information

Cross Department-Related Items (12%)

  • Work with the training team to develop and plan training sessions
  • Collaborate with the content team to create and modify internal sources of information
  • Work with the product team to help brainstorm ways to improve the customer and New Customer Support Representative experience

 

What do you need? 

  • Proven customer support/success/sales experience or experience as a client service representative and track record of providing excellent customer care 
  • Strong active listening skills and attention to detail
  • Ability to communicate clearly through phone, chat and email conversations 
  • Excellent grammar and writing skills
  • Demonstrated ability to understand and translate insurance information to the average person
  • Familiarity with CRM systems and practices
  • Demonstrated ability to remain friendly under pressure and resilient to negativity
  • Demonstrated ability to balance the needs of the customer with the needs of the business
  • Ability to multitask, prioritize, and manage time effectively 
  • BA/BS in English, Communication, or comparable work experience
  • P&C license
  • Ability to work evenings and weekends when necessary
  • Prior management experience of at least 6 months is a plus
  • Willingness to work more than a 40 hour work week when the business requires it - this is a salaried position and does not pay OT
  • 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 Clearcover-er, you’ll have access to a sweet set of benefits.  Not only will you have medical coverage, but we’ll pay the vast majority of medical premiums for you and your family. We’ll also contribute to your HSA and HRA. Dental and vision? We’ve got you covered there, too, at 100%. Did we mention we’ll make a 3% contribution to your 401K even if you contribute nothing and get you to work pre-taxed through our commuter FSA? It’s true. Plus, we’ll happily give you generous time off for R&R so you can do you. Excited to learn more? Fill out 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.

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Technology we use

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

Location

33 W Monroe, Chicago, IL 60603

An Insider's view of Clearcover

How does your team reward individual success?

We celebrate "wins" on Fridays with the entire company where we celebrate the success of the week with the rest of the organization, it is a fun and casual way to be recognized by peers. However, I also find a moment to individually recognize my team during our weekly touch bases for something specific that they accomplished.

Rosyln

Head of Agency Distribution

What makes someone successful on your team?

People who are successful on the Customer Experience team communicate with empathy, love solving problems for our customers, continually look for ways to work smarter, and thrive in the face of challenge.

Heidi

Head of Customer Experience

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
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