Pie Insurance
Denver, CO

Customer Success Team Lead at Pie Insurance

| Greater Denver Area
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As a Customer Success Team Lead, you’ll be one of our team leaders for our growing Customer Success team in either our Denver or D.C. office. You will use your exceptional leadership skills and passion for working with customers and team members to help us establish Pie as an innovative and fast-growing startup in the Insur-tech space. 
How You’ll Do It
As a Customer Success Team Lead, you’ll be instrumental in leading and developing our existing Customer Success team. You’ll use your communication, coaching and leadership skills to help our team members best serve and support our customers which include small business owners, partner agencies, and vendors. Because our goal is to be best in class in customer experience, your attention to detail, ability to drive results, optimize and innovate processes, and provide clear direction and feedback on goals and objectives will be paramount.
This is a working team lead role, which means you’ll continue to work with our existing customers alongside supporting and guiding our Customer Success team. The team lead must understand and predict the needs of our customers and the team. This leader will continue to partner with the Customer Success Manager to scale, guide and support our existing Customer Success team. Qualified candidates must understand the skills of each team member as well as what motivates them. 
This person will be located in either Denver or D.C. and report to our Senior Customer Success Manager.

The Day to Day

  • Supports and guides the daily activities and performance of the team measured through team KPIs, corporate OKRs, and other performance and productivity metrics.
  • Handles complex customer inquiries and escalations for our customers and agents by being a single point of contact for team members.
  • Maintains and grows a positive, customer-focused culture within the customer success team.
  • Provides exceptional customer service by modeling the behaviors and strategies necessary to successfully interact and resolve the issues with customers.
  • Must be able to provide and give timely, specific feedback to help improve the team member and/or process.
  • Focus on team QA and continual development by completing QA scorecards and calibration sessions to build skillset and ensure adequate training.
  • Needs to become highly proficient in the Pie systems and platforms and partner software.
  • Serves as a change champion for the team by modeling our shared values of ownership, respect and execution.
  • Creates personal and team accountability in providing clear, timely and accurate work to our customers in their preferred channel of communication.

The Right Stuff

  • High school diploma or equivalent education required. College degree, preferred.
  • 2-3 years of experience in customer service or in a high-volume customer contact environment required.
  • Demonstrated leadership experience required. 1-2 years leadership role, preferred.
  • Empathize with others, both customers and your colleagues.
  • Handles stress well; every day is different and how you respond matters.
  • Inspire and motivate your team to do their best work by doing it too.
  • Work can be hard. You maintain professionalism at all times, in all places.
  • Your voice matters. Advocate for our customers and team for the best results.
  • Ability to resolve issues and optimize processes to elevate the customer experience.
  • Responsible for onboarding new hire candidates and providing coaching to lead their team.
  • We proudly provide availability 7am ET - 9pm ET Monday - Saturday. This leader needs to be willing to be there to support and lead their team.

Pie Perks

  • Competitive salary
  • A piece of the Pie (in the form of stock grants)
  • Comprehensive health plans
  • Generous Vacation
  • 7 days of paid sick leave
  • Commuter Allowance
  • 401k Match
  • Modern office space with onsite gym
  • Monthly Happy Hours
  • Generous Parental Leave

Our Achievements
 
Pie Insurance Named a Top Colorado Company 2020
Pie is rated Excellent by our customers on Trustpilot
Checkout our employee reviews on Glassdoor
Pie raises an additional $127M in funding

See More
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Where we are

1755 Blake St , Denver, CO 80202

Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • MongoDBDatabases
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What are Pie Insurance Perks + Benefits

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Pie Insurance has a group of Culture Ambassadors from across the organization. This group creates content and hosts activities that reflect our values and foster collaboration, and fun!
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for the primary caretaker. Pie also provides 16 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Pie provides employees with a flexible work schedule that includes Core hours.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Generous PTO policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer team members a parking subsidy.
Relocation Assistance
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
Promote from within

An Insider's view of Pie Insurance

How does your team reward individual success?

Our Customer Care team rewards success by giving "snaps" in team and company slack channels. We like to verbally recognize people in our team meetings by giving them a shout out and telling them they are valuable to the team and are appreciated! It is important to also be conscious of how people like to be recognized and not put people "on blast".

Seika

Customer Success Working Team Lead

How do you collaborate with other teams in the company?

As a Sales Manager, I work closely with Underwriting & Customer Care on improving our processes to be more efficient from quote to issuance. With Marketing, I help with campaign initiatives to roll out to new and old prospects. I also connect with our UX & Product Teams to provide feedback on ways to enhance our online quote flow for our customers.

Marty

Inside Sales Manager

Jobs at Pie Insurance
25

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Dev + Engineer
HR + Recruiting
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IT Engineer

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We are looking for an IT Engineer to join our team in Denver. This role is responsible for establishing best in class information technology practices that will ensure Pie employees have the tools and technologies they need to set them up for success. This individual will be instrumental in our ability to scale our systems and technologies to meet the needs of our employees.

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We are an insurtech company where smart people can see the impact of their work as we tackle meaningful problems together. We think it’s fun to disrupt an industry that has been slow to change. But we aren’t shaking things up for the sake of change, we’re here to solve big problems using technology and an innovative approach to improve how small business owners access insurance. Like our small business clients, we are a diverse team of builders,

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This is a professional role. We expect you’ll have a minimum of 4+ years of total working experience, and at least 2 years’ experience in insurance (workers' compensation or other commercial insurance preferred). We expect you’ll have spent enough time in the commercial insurance network to make an immediate impact day one.

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As a Business Development Representative (BDR) at Pie, you will be calling potential partners, setting appointments for our Business Development Managers, and maintaining our partner lead and prospect systems. You should have a minimum of 6 months’ experience in the workforce and a history of collaborating and supporting team members.

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This is a senior professional role requiring 6+ years of total working experience. We expect you’ll have a minimum of 2 years experience in workers' compensation or other commercial insurance lines, in addition to 1 year experience working for a carrier, wholesaler or MGA in a regional Partner Management capacity. You will have spent enough time in the commercial insurance partner network to make an immediate impact day one.

Strategic Partnerships Manager

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4 days ago
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To date, Pie has built our business working directly with small business owners and with insurance agencies, brokers, and wholesales. We are now ready for the next chapter in our company and this will come through strategic partnerships. As our Strategic Partnerships Manager, you will have the opportunity to create a network of partnerships that will drive our business. These partnerships will be with organizations that are close to the small business owners that are in need of workers’ compensation insurance. This could include companies in all different industries to include; financial, fintech, traveltech, payroll, technology, and retail. You will identify partnership opportunities and work with C-level employees to identify a winning value proposition both for Pie and the partner organization. We are looking for an individual who is able to think strategically and long-term about growth opportunities. You will be accountable for developing, owning, and driving these partnerships.

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Our Underwriters are on the front lines, interacting with our customers all day, every day. Every underwriting call, email and message has a profound impact on our business and our reputation. The average day in the life of a Pie Underwriter - today - involves a high volume of daily transactions ranging from making underwriting decisions to issuing a certificate of insurance. We expect your role will evolve quickly as Pie grows. 

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Working at Pie Insurance as an Underwriting Associate requires adapting your skills and experience to a cutting edge, data-driven approach to risk management. Our data-centric approach to underwriting is unparalleled, and we are disrupting the small business insurance market, one customer at a time.  As we grow and scale our young business, our team is evolving our underwriting guidelines and processes, finding and achieving new efficiencies every day. This evolution demands flexibility in our thinking and a constant, pragmatic refinement in how we interact with our customers and evaluate their businesses. To be successful in this role, we balance a service orientation with a closing mentality, evaluating the risk of our customers’ businesses while building a robust portfolio.

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Customer Success Claims Associate

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As a Claims Associate you’ll be an integral claims team member focused on responding quickly to our customers’ requests and listening and addressing their concerns. By being the first point of contact, your role must provide an experience that lives into our brand - “as easy as pie.” A successful Claims Associate will be able to actively listen, seek to understand, find the answers, and guide our clients and partners through their inquiries as well as providing the tangible information that they’re looking for. Your confidence will shine through, and your communications (verbal, written, and otherwise) will build confidence and loyalty to Pie. 

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As Pie’s Chief of Staff, you’ll report directly to our CEO and work closely with him in addition to our President and executive team. You will work to drive business initiatives forward, streamline cross functional communication and objectives, and have a direct impact on Pie’s efficiency and productivity. This is a high visibility role and your executive presence, operational excellence and strategic thinking will be a multiplier for Pie’s executive team.

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As a Staff Front-End Engineer at Pie Insurance, you’ll be a member of one of the teams within engineering that are responsible for delivering platforms and applications that are transforming the commercial insurance market. You will have access to cutting edge technological tools, and have a huge opportunity to impact Pie’s growth at scale.

Staff Back-End Software Engineer

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Staff Engineers are innovative, driven by engineering excellence and create code that is a joy for other engineers to maintain and is highly testable, and act as technical leads across the organization. They are capable of stretching themselves by exploring the unknown and helping technically guide the organization. Rapid problem-solving is one of your core competencies. You’ll be collaborating with other world-class engineers to drive automation, leverage our analytics, and create awe-inspiring user experiences. The systems you develop will be large and must be highly resilient. This is a dynamic startup environment; you must love working on a design in the morning and performing root cause analysis on a production issue in the afternoon.

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Stafft Engineers are innovative, driven by engineering excellence and create code that is a joy for other engineers to maintain and is highly testable. Rapid problem-solving is one of your core competencies. You’ll be collaborating with other world-class engineers to drive automation, leverage our analytics, and create awe-inspiring user experiences. The systems you develop will be large and must be highly resilient. This is a dynamic startup environment; you must love working on a design in the morning and performing root cause analysis on a production issue in the afternoon. 

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Software Development Engineer in Test - (SDET)

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As a Software Development Engineer in Test, you’ll be an instrumental member of Pie’s growing Engineering team. You will own and build quality solutions to support our large-scale backend systems and microservices. This will involve writing and using automation to consistently test code and get it ready for production. Cross-functional partnership will also be instrumental in this position: a good SDET will be the champion of quality within your team, ensuring quality-focused approaches from both development and product. You will work with various teams across the company to understand testing requirements and then execute these tests using automation.

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 We are an insurtech company where smart people can see the impact of their work as we tackle meaningful problems together. We think it’s fun to disrupt an industry that has been slow to change. But we aren’t shaking things up for the sake of change, we’re here to solve big problems using technology and an innovative approach to improve how small business owners access insurance. Like our small business clients, we are a diverse team of builders,

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As one of our in-house workers’ comp experts, you’ll help Pie to lead and guide the audit program. You will continue to fine tune audit processes; with an eye towards crafting lean processes and automating the audit journey for our customers and partners. As the Premium Audit Manager, you will use your leadership experience to mentor existing Pie-oneers (employee relations and development), as well as recruit and hire new team members for your expanding department. Setting specific and measurable KPIs/goals, along with measurement and feedback discussions will be imperative with this role. You will also have key involvement in loss control, audit billing, and aged receivable functions, working to continually enhance and automate these functional areas.

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Senior Engineers are innovative, driven by engineering excellence and create code that is a joy for other engineers to maintain and is highly testable. Rapid problem-solving is one of your core competencies. You’ll be collaborating with other world-class engineers to drive automation, leverage our analytics, and create awe-inspiring user experiences. The systems you develop will be large and must be highly resilient. This is a dynamic startup environment; you must love working on a design in the morning and performing root cause analysis on a production issue in the afternoon.