Customer Experience Manager

Summary

Join Venteur's Customer Experience Team and make a significant impact on people's lives by helping families save money on healthcare. You'll work with a team of skilled brokers, providing expert support and navigating the complexities of health insurance. This role involves handling numerous customer requests, problem-solving, and ensuring customer satisfaction. The ideal candidate possesses strong customer service and communication skills, experience with CRM systems, and a commitment to empathy. Venteur offers a competitive salary, generous equity, comprehensive benefits, and opportunities for professional development. This is a chance to be part of a transformative company in the healthcare industry.

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
• You are empathetic with users, both internal and external, and strive to create a better experience for all customers
• 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, so you know how important it is to lean on unambiguous, asynchronous written communication, leave a trail of thinking, and capture decisions using tools that enable easy discovery for your teammates

Responsibilities

• Handle a high number of incoming requests via phone call or email, and demonstrate the ability to problem solve for the best possible customer outcome
• Using meticulous attention to detail and an ample dose of empathy, identify and fully understand customers' needs to investigate solutions and deliver complete satisfaction
• Provide accurate, valid, and comprehensive information by 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