Venteur is hiring a
Customer Experience Manager

Summary

The job is for a Customer Experience Team member at Venteur, a health benefits company that empowers employees to take control of their health benefits. The role involves directly engaging with customers, handling a high number of incoming requests, and providing expert support. The ideal candidate has 3-5 years of experience in complex customer service or account management roles, strong phone administration skills, and exceptional communication skills.

Requirements

• 3-5 years of experience in complex customer service or account management roles
• Strong phone administration skills and active listening capabilities
• Experience with CRM systems and practices required; competency with reporting and database tools a plus
• Exceptional verbal and written communication and presentation skills
• Demonstrated ability to work independently, multi-task, take ownership of tasks and projects, and proactively seek clarification to understand requirements or achieve resolution
• Resiliency when faced with new problems to solve, comfortable taking the initiative to research the problem independently and share your proposed solution
• Strong sense of ethics and demonstrated commitment to integrity
• Ability to obtain a health insurance brokerage license (existing license is a plus)
• Your communication and problem-solving skills have been honed on remote teams

Responsibilities

• Handle a high number of incoming requests via phone call or email
• Identify and understand customers' needs to investigate solutions and deliver complete satisfaction
• Provide accurate, valid, and comprehensive information using the right methods/tools
• Manage complaints, provide proper solutions and options within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents according to a high standard of quality and compliance
• Follow communication procedures, guidelines, and policies using remote work best practices and a commitment to accountability
• Accept ownership of new projects while collaborating with other internal teams to meet deadlines

Preferred Qualifications

• Experience with B2B2C (especially in insurance or FinTech)
• Experience in healthcare insurance
• HubSpot and/or Zendesk certification or deep experience
• Fluency in Spanish

Benefits

• Competitive salary: $75,000 per year
• Generous equity compensation
• Comprehensive benefits package, including health, dental, and vision coverage
• 401(k) retirement plan
• Unlimited paid time off
• Opportunities for professional development and growth
• Offsite company trips