Customer Care Manager
Greater Denver Area
Establish Pie as the leading commercial insurance among small business owners by providing outstanding customer service to our clients by managing a world class customer care team that delivers low effort policy services. This will increase customer satisfaction, loyalty, and retention while providing a simple and easy customer experience.
Customer Care is your passion
On a day-to-day basis, you will be a face of Pie with our customers through your leadership and direction of our customer care team. You will help to build, develop, and map out the very customer experiences that will define how we are able to live into our brand promise. The team’s every interaction by phone and email will define whether our customers’ experience is as easy as Pie.
Pie’s Customer Care Manager role will demand flexibility and the ability to adapt as our processes change. Through your leadership and team management, you will be laser focused on delivering top notch customer care while diagnosing their issues and providing timely resolutions. Implementing optimal processes and automation for a truly world-class digital experience is your goal. You will also help us field, prioritize, and understand the plethora of questions a small business owner has on workers’ comp. All of this will help us achieve top results and our overarching goals. And, as with most start-ups, Pie is constantly evolving.
How You’ll Do It
The Day to Day
You are a dynamic leader that loves the challenge of building and scaling a team quickly! But more importantly is the team culture, dynamics, and ultimately their performance and ability to deliver a first-class customer experience.
ADVOCACY: You openly and honestly advocate for your team and our customer. You balance the needs of each and understand how to make each feel heard, represented, and understood. Take ownership of resolving and identifying customers issues and trends to anticipate future obstacles.
TEAM BUILDER: Recruit, Hire, and Onboard. All will be top priorities. Performance management, individual development plans, and ongoing feedback will be integral in overall success of your team members.
DIG DEEP: Your attention to detail, curiosity and analytical competencies mean you continually challenge yourself to dig deep for root causes and formulate creative, savvy, effective and innovative solutions and results. This ability will translate in this same ability within the team – finding and delivering the answers to the toughest questions and issues. Ability to use this analytical thinking and data models to help to create benchmarks and KPIs that will measure and motivate the team’s overall performance.
COLLABORATE: No one way is the right way. And no one can do it alone. Work and partner well with alongside Engineering, UX, Data Science, Marketing, Finance, Business Development, Sales, , Product, and Underwriting in ways that support diversity in thought and a drive to deliver results.
COMMUNICATE: Your ability to articulate the issues, questions, and requirements is imperative. We communicate openly, freely, and frequently with our colleagues, customers, vendors, and insurance partners. We expect you to actively participate and listen and share.
Whether It’s Right For You
You will be joining our team in our Denver office. Everything we do is connected, but we each have different roles. That means we need you to be a very strong leader. We are a start-up. All hands and minds are needed.
This is a senior professional role. You will be joining our team in downtown Denver near LoDo, a short walk from Union Station. You will need to have at least 2-3 years in a Customer Service Managerial Role and a total of 6+ years in Customer Care roles. Your core competencies in this environment will put you center stage. You must be willing to stand up for what you believe in and know, and willing to go out on a limb. Of course, you’ll also need certain skills and abilities to do the work:
LEADING BY DOING: You enjoy leading others. You don't shy away from accountability and lean into coaching and performance management to raise everyone's game. You search for the best demonstrated practices and are constantly striving to optimize and improve upon what the team is doing.
CAN-DO ATTITUDE: You have no problem getting deep into the trenches when necessary, using data and your knowledge and experiences to figure things out, and pushing through the noise to find the right answer. If you need to get on the phones to help the team, you will. You show your team your commitment through your actions and words.
PROBLEM SOLVER: With a keen focus on solving customer problems and a deep commitment to customer experience, we look to continually improve, innovate and optimize our processes by providing digital tools to those we serve. Your attention to detail will matter as you will be required to work within complex fiscal systems where an error could be costly.
EXPERIENCE MATTERS: You are comfortable in the technological world of customer care and customer service. You’ve worked with or know of: WFM systems (workforce management, scheduling), CRMs (Salesforce, HubSpot) Platforms (Insurity, Stripe) and Telephony systems (TalkDesk, Ring Central, Verint, etc).
THINK OUTSIDE THE BOX: You’ve heard that before, but can you do it? We want your workers’ comp experience so you can quickly and readily identify opportunities, but are you ready to come up with a solution that is innovative, disruptive, and new? That’s the kind of person we want for this role. And one that can take their team to the next level!
In return for your commitment to us, you’ll get a piece of Pie, ahem, equity. At Pie, we’re invested in you, and you in us.
Small business owners today pay too much for commercial insurance. In fact, more than half of small businesses could reduce their workers’ comp costs by at least 20%. That’s an expensive problem.
Leveraging hard-core data analytics, Pie is making workers’ compensation less expensive, less complicated, and more transparent.
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