Manager of Customer Service Training and Quality Assurance

At SimplyInsured we are on a mission to eliminate fear in health insurance.

Health insurance is complicated, expensive, and really important - so it tends to create fear for most people; our goal is to reduce that fear as much as possible. 

We specifically work with small business owners who have the enormous task of purchasing the right type of insurance for their employees and their families. With more than 20,000 customers and several major partnerships including Intuit and Square, we're growing quickly and disrupting this convoluted and confusing industry by making it more transparent and fully accessible to everyone. We got our start in the Y-Combinator incubator, and have been funded by top-tier investors at Polaris Partners, Bessemer Venture Partners, New York Life Ventures and AltaIR Capital. 

Job Summary: 

As the Manager of Training and Quality Customer Service, you will play a crucial role in ensuring the delivery of exceptional customer service by overseeing the training and quality assurance processes within our organization. You will be responsible for designing and implementing training programs, monitoring customer interactions, and driving continuous improvement in service quality assurance. 

 

How you will make an impact: 

Training Program Development:

• Design, develop, and update training materials, manuals, and resources that align with the organization's customer service standards and objectives.
• Create and maintain training schedules and curriculum.
• Tailor training content and materials to meet the unique requirements of different operations teams (revenue operations, renewals, and support).
• Continuously update training materials to reflect changes in customer service processes, products, or technologies.
• Conduct engaging and informative training sessions for new hires and existing employees.

Quality Assurance: 

• Evaluate existing quality assurance program and iterate on the program to improve Customer Satisfaction and Net Promoter Score.
• Overhaul existing quality assurance reporting, tooling, and analytics.
• Monitor the performance of customer service representatives to identify trends and areas where additional training or coaching is needed.

What skill you will need: 

• Bachelor's degree in a relevant field or equivalent work experience 
• Ability to adapt to changing needs and priorities in a fast-paced environment
• 3+ years experience building and managing training programs  
• Knowledge of customer service software, CRM systems, Learning Management Systems (LMS), and related technologies (Salesforce a plus) 
• Strong communication and presentation skills
• Excellent interpersonal and coaching abilities
• Strong organizational and project management skills (certification a plus) 

What we offer:

• Generous stock option packages
• Competitive compensation
• “Take what you need” time off plan 
• 100% Medical, Dental, and Vision Insurance coverage
• FSA plan
• 401k 
• A values-based culture that invests in employee success

Compensation:

The base salary range for this position is $65,000 - $90,000.

We have a market-based compensation structure. The salary for this position may vary based on a candidate's experience, industry expertise, technical skills, and location. The range provided is just one component of total compensation including, but not limited to bonus eligibility based upon the achievement of performance objectives and company stock options.

Our Culture:

We value radical transparency, feedback, bias to action, growth, and an obligation to dissent. Every opinion is respected, we hold each other to extremely high standards, we're driven by the diversity in our backgrounds, and unified by 100% alignment on our mission.

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. We strongly encourage you to apply if you're interested; we'd love to learn how you can amplify our team with your unique experience!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Last updated on Aug 8, 2024