Snapsheet

We make Insurance simple, for everyone.

View Profile

Jobs//Customer Success//

Head of Customer Care

Sorry, this job was removed at 11:58 a.m. (CST) on Saturday, September 1, 2018

View 182 Jobs

Find out who's hiring in Chicago.

See all Customer Success jobs in Chicago

View 182 Jobs

Apply

By clicking Apply Now you agree to share your profile information with the hiring company.

Save job

We are seeking a Head of Customer Care to join our growing team!

As the Head of Customer Care, you are a leader with a passion for process and the analytics behind amazing customer service. You know that customer support can go further than “sufficient”. You want to understand the ‘why’ behind the data, and use it to drive continuous development and improvement. You thrive in an environment of constant evolution, and high-pressure situations set your mind alight with solution-focused possibilities. You own the planning and execution of a strategy that enables the contact center to scale rapidly and deliver best in class service.You provide leadership in developing strategic initiatives and practical solutions for a high-growth customer success team in a results-driven environment.

As the Head of Customer Care, you actively inspire your team, peers, and executives to strive for world-class customer service, and you have a track record of influential communication and successful execution. You build morale and drive a positive team culture. You encourage thoughtful innovation and creative thinking in the way you lead your teams, and you drive these ambitious plans to achieve sustainable progress for your customer support team.

You are an innovator motivated by ever-improving efficiency, and you want to help build the best claims solution in the insurance industry. You believe in the Snapsheet values, because they embody who you are as a person and a leader.

Sound like you? Keep reading for more detail.

Your Day-to-Day

Manage and scale a 130+ customer support department, including onboarding, training, development, and carrier implementation.
Drive customer support outcomes with a focus on quality and customer satisfaction.
Build and maintain the long-term vision and plan for growth of the customer support organization, which includes analyzing cost structure, service consistency, and process optimization.
Measure effectiveness of customer support by defining operational metrics, establishing a system for tracking, consistently reviewing metrics and feedback with the team, and presenting data to the executive team.
Develop a strong sustainable team by attracting, developing, rewarding, and retaining talent.
Foster a culture of engagement and excitement. Build meaningful people programs to promote a results-driven environment where employees feel recognized and empowered.
Lead a passionate customer support team by recruiting experienced leaders, fostering collaboration across departments, and encouraging continuous learning and development.
Enhance efficiency by partnering with our Technology team to build effective metrics, drive CRM platform improvements, and additional projects as needed.
Evaluate latest contact center technology, vendors, tools and other trends and make strategic recommendations.
Improve implementation and customer satisfaction by partnering with our Account Management team to anticipate workforce changes, carrier onboarding needs, or altered customer expectations.

Your Qualifications

We are seeking an exceptional, confident, natural leader who people are drawn to and inspired by. This leader will work with passion focused on the success of the team and will possess uncompromising integrity and ethical standards.

Degree required (Master’s preferred), and 10+ years of experience in a contact center environment, including 5+ years of demonstrated success in a senior leadership role.
Ability to navigate and influence at all levels.
Excellent written and oral communications skills; demonstrated success communicating and presenting to key stakeholders.
Enthusiastic leader with proven success in scaling and inspiring a team.
A strong desire to join a high-growth company leading the charge to make claims simple for everyone.
Strong analytical and decision-making skills.
Superior financial, project management, business problem solving and decision-making skills.
Experience launching and/or scaling a remote or multi-site contact center.
Experience in an omnichannel environment.
Proven track record of implementing process improvements resulting in increased customer satisfaction and reduced cost to serve.
Action oriented: A penchant for outperforming and getting things done.
Entrepreneurial: This is the spirit that drives us and will continue to foster our success
Persistent, dependable and always a step ahead.
Vision and Creativity: This company was founded on a creative idea. Innovation is at the core of who we are.
Passionate about success: We need a leader who understands that preparation and hard work matter, who knows how to win, and has a contagious, positive attitude, even when we are under pressure.

Apply Now

By clicking Apply Now you agree to share your profile information with the hiring company.

Save job

Email For Later

loading ...

Emailed

By clicking Apply Now you agree to share your profile information with the hiring company.

Peter Langlois

Lead Software Engineer, Claims Management

TEAMWORK DRIVES TRANSFORMATION

Engineers work in tandem to spark innovation

When Langlois isn’t busy mentoring other team members, he’s helping his team tackle new tech and strategies, which is made easier with the help of discovery phases. He said his team is currently focused on standardizing its suite of APIs using the JSON:API specification. “This gives us all an opportunity to learn new tools, experiment and make meaningful changes to our product’s performance and usability,” Langlois said.

Everyone, from our junior engineers to our CTO, is part of the same team. We’re all engineers, we all want to make the best product that we can, and everyone wants to help.

Peter Langlois

Lead Software Engineer, Claims Management

Deena Tenzer

Senior Software Engineer

TECH STACK SHUFFLE

No restrictions to find the tech that works

Claim holders don't want to wait around for payments. Snapsheet’s transactions team sees that they don't have to. The high-pressure position motivates Tenzer to explore new tools that add more reliability to the product. Thanks to biweekly hackathons, there's ample opportunity to test out new tech. "Last hack day, I created and implemented an AWS API Gateway, just to see if it was suitable for us," Tenzer said.

We have so much technological freedom at Snapsheet. We have the opportunity to change processes, adopt new technology and work with other passionate engineers.

Deena Tenzer

Senior Software Engineer

Dan Colomb

Chief Technology Officer

OPEN COMMUNICATION

Building new products starts with alignment

“There's nothing more dangerous than making decisions on bad data," Colomb said. To ensure accurate data is upheld, Colomb says cross-team communication is vital. His team relies on departmental syncs, skip-level meetings and frequent check-ins to ensure employees stay aligned. And with a full-time tech coordinator who facilitates communication, Colomb’s engineers can spend more time building and less time fixing.

My main priority as a leader is to empower the team to take ownership of the product and build solutions that make a big impact for our clients.

Dan Colomb

Chief Technology Officer

What are Snapsheet Perks + Benefits

Snapsheet Benefits Overview

Snapsheet promotes employees’ well-being with competitive compensation and benefits packages that include generous paid time-off, flexible scheduling, remote opportunities, parental leave and a 401K match program. Through Snapsheet’s annual company survey, we are able to keep a pulse on the benefits most important to employees and pivot where needed.

Culture

Volunteer in local community

Snapsheet hosts and participates in charitable events and volunteer opportunities throughout the year. In addition, each employee can take a day to give back to their community in their own way.

Partners with nonprofits

Snapsheet partners with Non Profits such as Gift Giving with Hunter Perkins Elementary School for the holiday season, Make-A-Wish Walk For Wishes and local Food Drives.

Open door policy

OKR operational model

Team based strategic planning

Pair programming

Open office floor plan

Employee resource groups

Employee-led culture committees

Employee awards

Flexible work schedule

Our core hours are 9:00 AM CT - 5:00 PM CT, but we understand that things happen and encourage our employees to chat with their manager to allow for flexibility.

Remote work program

Our estimators and estimating managers work from home all across the country. At HQ, employees have the opportunity to work from home if it makes sense for their role/team.

Diversity

Documented equal pay policy

Dedicated diversity and inclusion staff

Diversity manifesto

Mean gender pay gap below 10%

Diversity employee resource groups

Hiring practices that promote diversity

Health Insurance & Wellness Benefits

Flexible Spending Account (FSA)

FSA allows you to save up to 30% on your eligible healthcare and/or dependent care expenses every year.

Disability insurance

Employees can elect to enroll in Voluntary Life Insurance, Short Term Disability and/or Long Term Disability.

Dental insurance

Snapsheet offers a free dental plan along with a more robust paid plan.

Vision insurance

Snapsheet offers a free vision plan along with a more robust paid plan.

Health insurance

Snapsheet offers two PPO plans and an HMO through BCBS. Additional offerings include domestic partner coverage and up to 6 infertility treatments.

Life insurance

Wellness programs

Annually we offer a wellness week as a jumpstart for employees to make healthy choices in their everyday life. Employees can catch some vitamin D on our beautiful rooftop or relax in our nap room.

Mental health benefits

Transgender health care benefits

Financial & Retirement

401(K)

Our 401(K) plan offers a broad selection of stocks, bonds and international index funds to choose from as well as Target Date Funds for those who prefer a simplified, age-based investment solution.

401(K) matching

Snapsheet will match 100% of the first 3% of compensation and 50% of the next 2% of compensation. For example, if an employee contributes 5% of their salary they will receive a 4% match from Snapsheet

Company equity

Charitable contribution matching

Child Care & Parental Leave Benefits

Generous parental leave

Our Baby On Board Program includes a nesting work from home period, paid parental leave, and a flex back period to help return from leave.

Family medical leave

Snapsheet offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).

Return-to-work program post parental leave

Our Baby On Board Program includes a nesting work from home period, paid parental leave, and a flex back period to help return from leave.

Fertility benefits

Vacation & Time Off Benefits

Unlimited vacation policy

Exempt employees have unlimited vacation time so they can take as many days as they need, providing it is approved by their manager.

Generous PTO

Non-exempt employees start with 10 days of paid time until they reach their 1-year anniversary when it increases to 15 days. At year 3, employees are eligible for 18 days of PTO.

Paid volunteer time

Each employee receives an extra day to take the time to give back to their community.

Paid holidays

Snapsheet offers employees 7.5 days of holiday pay to observe all major holidays.

Paid sick days

Snapsheet offers 7.5 sick days to employees.

Floating holidays

Bereavement leave benefits

Office Perks

Commuter benefits

Snapsheet offers pre-tax transit and parking benefits including Ventra, Metra, and ParkChek Pre-Tax Programs. We also provide discount parking with Parkwhiz.

Company-sponsored outings

We believe it’s important to take time out to celebrate as a team, whether it be quarterly team outings, the company-wide summer picnic or the annual holiday party.

Free snacks and drinks

Snapsheet has two fully stocked kitchens including unlimited snacks, cereal, coffee, tea, soda and of course la croix.

Some meals provided

Company-sponsored happy hours

Snapsheet has weekly happy hours every Friday. Employees are encouraged to head into the kitchen to enjoy chatting with their coworkers over a beer or glass of wine.

Recreational clubs

Snapsheet sponsors office sport leagues year round including bowling, kickball, and beach volleyball.

Home-office stipend for remote employees

Meditation space

Mother's room

Onsite gym

Our new in-building gym is available to employees before, after, and during work. The gym offers top-notch equipment and a variety of workout classes from yoga to kick-boxing.

Professional Development Benefits

Job training & conferences

Snapsheet offers a wide range of training programs to all employees including management and leadership development.

Lunch and learns

At monthly Snippets we deep dive into each department, quarterly town-halls keep everyone in the know, and breakfasts with execs allow employees a chance to ask questions to leadership in small groups

Promote from within

Mentorship program

Continuing education available during work hours

Online course subscriptions available

Customized development tracks

Paid industry certifications

Personal development training

Additional Perks + Benefits

At Snapsheet, we keep our perks & benefits useful and simple because what matters most to us is creating a work environment where our people feel empowered to create, build and innovate. We think the biggest perk to working at Snapsheet is that cultivating an inclusive and supportive work environment for all is our top priority. At Snapsheet we have made a commitment, The Snapsheet Promise, to “create a working culture that respects the differences among colleagues and encourages individuals to contribute their best within an environment that is inclusive, open, flexible and fair….” We launched the Snapsheet Promise with an executive workshop for managers and an Unconscious Bias training for employees. To ensure everyone has a say in Diversity & Inclusion, Snapsheet created an employee run D&I Committee, which develops and drives initiatives to educate, celebrate and recognize employees from all walks of life.

Every single employee is encouraged to contribute to Snapsheet’s future. We give employees the tools to make an impact from sharing ideas at breakfasts with Executives, to living values that urge action and creativity, employees take pride in knowing they make an impact.

We promote employees’ well-being with competitive compensation and benefits packages that include generous paid time-off, flexible scheduling, remote opportunities, parental leave and a 401K match program. Through our annual company survey, we keep a pulse on the benefits most important to employees and pivot where needed. We foster a team-oriented community by offering various social opportunities.

The spirit of hard work and empathy go beyond the walls of the office, as our Community Outreach Committee drives initiatives that positively impact local and global communities. From an annual canned food drive, to a company bike-a-thon to support autism research, we encourage employees to volunteer on a regular basis. Beyond the local community, we developed a partnership with Ignite, sending three employees to a developing country every year to give employees experiences that blend cultural immersion, community engagement and adventure.

At Snapsheet we believe that no matter the process, it can be improved until it makes life easier. Through a supportive work environment and philanthropic outreach, we will continue working to make the world better - starting from inside the office.

View full list of perks + benefits

Photo Gallery