Pie Insurance
Denver, CO
Remote

Payroll Customer Success Advocate at Pie Insurance

| Remote
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Pie Insurance Named a Top Colorado Company 2020
Pie is rated Excellent by our customers on Trustpilot
Check out our great reviews from current and former employees on Glassdoor
Pie raises an additional $127M in funding
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.
The Payroll Customer Success Advocate is a key role for the Pie Payroll Partner Operations team. This is a mid-level customer success team member who focuses on elevated customer issues and resolves complex concerns and requests from payroll partners. Through a thorough understanding of Pie's principal business offerings, the Payroll Customer Success Advocate assists the team in resolving concerns and develops opportunities to avoid concerns in the future. Pie is an incredibly collaborative team with constant communication. You will work across teams and collaborate with stakeholders and team members. Providing an excellent payroll partner experience in an easy fast way.
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.
How You'll Do It
    • Provide responsive, timely, and relevant service to payroll partners
    • Handles phone, email, and platform-based communication with payroll partners and cross-functional stakeholders to provide excellent customer service
    • Maintains SLA's set by Payroll Partner Ops team in a consistent and efficient manner

    • Works as a team member to handle Payroll Partner:
    • Email requests
    • Policy issuance for
    • General questions
    • Mailing of documents
    • Follow-Up Communication
    • Respond within 24 hours or less to requests from payroll partners
    • Manage remittance file processing in addition to regularly assigned duties
    • Work with payroll partners to resolve payroll reporting issues

    • Model the behaviors and strategies necessary to successfully interact with and Resolve complex issues for payroll partners in all channels
    • Applies Workers Comp training and knowledge to policy, billing and agency questions, concerns, and production
    • Build relationships with partners and internal teams to provide consistent, excellent communication with customers
    • Seek resolutions to issues while also anticipating ways in which to prevent future issues
    • Voices the payroll partner's needs and advocates for the customer and their perspective

    • Participate in ongoing training and on-boarding for personal growth

The Right Stuff
    • A high school diploma or GED is required
    • Associate degree, trade or technical school certificates, or bachelor's degrees are preferred
    • 1+ year of customer service, administrative, or sales experience is required
    • 1+ year in a high-volume customer contact environment is required
    • 8+ months working in Pie's systems and processes or other insurance systems is preferred
    • Demonstrated problem-solving skills to develop sound processes and workflows
    • Proficient communication skills to build strong and lasting relationships
    • Knowledgeable about work products and can complete requests with advanced speed, accuracy, and consistency - reducing hand-offs wherever possible
    • Ability to navigate and solve advanced to complex issues within all of Pie's platforms
    • Ability to handle stress well and remains flexible to change
    • Ability to take phone calls and answer emails for up to 8 hours a day
    • Has the ability to think ahead and identify obstacles that may be hidden
    • Ability to receive and immediately apply coaching and feedback
    • Has the ability to develop and train new or existing team members on systems and processes within the role
    • To be eligible for this promotion, internal team members may not be on a performance improvement plan (PIP) or have been placed on a final warning in the past 6 months

Pie Benefits & Perks
    • 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 your knowledge, skills, and experience along with your 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:
Compensation Range for position: $ 22.00 - $ 26.00 per hour
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.
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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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