Customer Experience Associate

Summary

Join Ladder's Customer Experience Team as a Customer Experience Associate and become a brand ambassador. You will provide empathetic support to customers and represent their needs to internal stakeholders. This role requires omnichannel service (email, phone, live chat) and collaboration with internal teams to improve the customer journey. The position demands 2+ years of customer-facing experience, preferably in a technical industry, and strong communication and problem-solving skills. Ladder offers a comprehensive benefits package including excellent healthcare, flexible PTO, stock options, 401k matching, commuter benefits, paid parental leave, and work-from-home flexibility.

Requirements

• 2+ years in a customer-facing role, preferably in a technical industry
• Experience providing excellent support via email, phone and/or chat based on an assigned shift schedule
• A start­up mentality with the ability to adapt quickly to changes
• Deep emotional intelligence and passion about delivering an exceptional customer experience
• Proven ability to own customer issues from start to finish and solve problems while deeply understanding the customers’ needs
• Demonstrated ability to accept feedback and remain committed to self-improvement
• Excellent communication and teamwork skills

Responsibilities

• Consistently deliver high-quality customer experiences that educate consumers on life insurance and Ladder
• Provide omnichannel service (email, phone, live chat) to Ladder customers by responding to incoming inquiries in a timely and accurate manner
• Serve as the voice of the customer and collaborate with internal stakeholders to help improve the customers’ journey
• Collaborate with Underwriting and other business partners to assist Ladder customers in fulfilling application requirements
• Proactively seek and take action on responsibilities to improve the impact of Customer Experience

Benefits

• Excellent medical, dental, and vision coverage
• Flexible paid time off
• Stock options
• A rewarding 401k match program
• Commuter benefits
• A stocked, beautiful new office
• Paid parental leave
• Work-from-home flexibility and support
• Fun company-wide events