Pie Insurance
Denver, CO
Remote

Customer Success Lead at Pie Insurance

| Remote
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Built In Colorado honors Pie in its 2021 Best Places to Work Awards
Pie Insurance Raises $118 Million in Series C Funding
Pie Insurance Named a Leading Place to Work in Colorado
Check out our great reviews from current and former employees on Glassdoor
Pie Insurance is an insurtech company tackling meaningful problems. At Pie, we work with small businesses using technology and innovation to improve how they access insurance. Like our small business clients, we are a diverse team of builders, dreamers, and entrepreneurs. So, at the heart of every decision we make is the idea that if it doesn't serve our clients, it doesn't serve us.
As a Customer Success Team Lead, you'll be instrumental in leading and developing our existing Customer Success team. The purpose of the Customer Success team is to provide service and support to our customers which include small business owners, partner agencies, and vendors. The Customer Success Team Lead will provide guidance and instruction to help support the customer service function and will work directly with customers to support high-level production needs. Additionally, they will work across other teams as the liaison for Customer Success to ensure collaboration and cross-functional deliverables.
How You'll Do It
Leading and developing the Customer Success Teams
    • Supports and guides the daily activities and performance of the team through managing the consistency of process and problem resolution.
    • Partners with the Customer Success leadership in maintaining a positive, customer-focused culture while ensuring all compliance and company policies are being met.
    • Provides exceptional customer service by modeling the behaviors and strategies necessary to successfully interact and resolve the issues with small business owners and partners in all channels.
    • Creates team accountability by reviewing quality audits, one-on-ones and calibration sessions to build individual skills and ensure adequate training of all associates.
    • Builds and maintains useful documentation to help identify team knowledge gaps and build individual accountability and performance plans.

Providing guidance and instruction to support customer service
    • Empathizes with and understands our customers' pain points and communicates their concerns internally to help influence Pie's products and services.
    • Develops and coaches CS team members on Pie process and systems
    • Serves as an escalation point for complex customer inquiries, questions and concerns and skillfully handles and follows-up.
    • Partners with workforce analysts to align production time and correct behavior if necessary.

Act as liaisons to other departments for cross-functional collaboration
    • Advocates for our customers and our team while participating in team meetings, projects, and in communications.
    • Serves as a subject matter expert and collaborates with cross-functional partners to drive process improvement opportunities.
    • Recognizes the goals of the business and how changes may impact internal partnerships and workflows.

The Right Stuff
    • High School Diploma or GED required.
    • Bachelor's Degree or equivalent experience with some college coursework is preferred.
    • Minimum of 3-years experience in customer service or in a related high-volume customer contact environment is required.
    • Minimum of 6-months experience working in a leadership role or demonstrated leadership experience is required.
    • Developed communication (written and verbal) skills, to deliver more complex information effectively.
    • Problem solving skills to be able to manage complex tasks and work through to solutions with little guidance and direction.
    • Strong prioritization and ownership skills; awareness of your own tasks, and how it impacts the team and deliverables.
    • Developing leadership skills: some general experience leading work groups or task forces in specific projects.
    • Knowledge of G-Suite Tools, Telecom or Call-center phone systems, Collaboration tools (Slack is preferred), is preferred.
    • Trello, Jira, Confluence, Salesforce, customer service experience tools and tech are preferred.

Compensation & Benefits
    • Competitive cash compensation
    • A piece of the Pie (in the form of equity)
    • Comprehensive health plans
    • Generous PTO, including paid sick leave
    • Future focused 401k match
    • Generous parental and caregiver leave
    • Our core values are more than just a poster on the wall; they're tangibly reflected in our work and recognized with our monthly culture award

Our goal is to make all aspects of working with us as easy as Pie. That includes our offer process. When we have identified talent that is a good fit for Pie, we work hard to present an equitable and fair offer. We look at the candidate's knowledge, skills and experience along with their compensation expectations and align that with our company equity processes to determine our offer ranges.
We value and want to support our team members, and are proud to offer a comprehensive compensation package which includes the following:
Base compensation range for position: $62,000 - $84,500
Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members.
Pie Insurance is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.
Pie Insurance participates in the E-Verify program. Please click here, here and here for more information.
This role has the option to be hybrid or remote. Hybrid work locations provide team members with the flexibility of working partially from our Denver or DC office and from home. Remote team members must live and work in the United States* (*territories excluded), and have access to reliable, high-speed internet.
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Where we are

1755 Blake St , Denver, CO 80202

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • MongoDBDatabases
    • MixpanelAnalytics
    • BalsamiqDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen
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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 sync
Open door policy
Team owned deliverables
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Mental Health Benefits
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.
Remote Work Program
Pie-oneers can work where they are most productive, whether that's in the office or from home.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Generous PTO policy
Paid Volunteer Time
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
Home Office Stipend for Remote Employees
All Pie-oneers receive both a one time lump sum stipend when they join Pie as well as a monthly stipend to help them cover any work from home expenses like internet and phone bills.
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available

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

Payroll Partner Operations 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

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