Customer Experience Manager, Post-Issue at Bestow

ABOUT BESTOW Life insurance is one of the world's most important products. It's also one of the hardest to build, distribute, and modernize. Bestow exists to change that. Bestow is a leading vertical technology platform serving some of the largest and most innovative life insurers. Our platform unifies the fragmented, legacy value chain, enabling carriers to launch products in weeks instead of years. Carriers choose us to scale and operate at unprecedented speed, powered by AI and automation. Bestow isn't selling policies. We're building the infrastructure that helps an entire industry move faster, reach more people, and deliver on its promise. Backed by leading investors (Goldman Sachs, Hedosophia, NEA, Valar, 8VC) and trusted by major carriers, Bestow is powered by a team that moves with precision, purpose, and heart. If you want to help reimagine a centuries-old industry with lasting impact, join us. Bestow offers flexible remote/hybrid work, meaningful benefits, equity, and substantial growth opportunities. Bestow participates in the E-Verify Program [Upgrade to PRO to see link] ABOUT THE TEAM Bestow's Insurance Operations team, comprised of the Customer Experience (CX), Customer Experience Operations (CXO), and New Business & Underwriting Support (CM) teams, is dedicated to providing outstanding customer experiences through our omni-channel platform. Our CX team is dedicated to providing exceptional customer service and support for life insurance policy administration. You'll play a critical role in overseeing our contact center, ensuring it’s operating efficiently and exceeding customer and partner expectations. We're looking for a passionate leader to elevate our contact center. Experience in managing omni-channel platforms and delivering outstanding customer experiences is a must. This role reports directly to the Senior Director, Insurance Operations and is open to hybrid in our Dallas office or Remote (US). #LIREMOTE ABOUT THE ROLE The Customer Experience (CX) Manager, Post-Issue is responsible for overseeing the day-to-day operations of our contact center. This includes managing the team, ensuring customer and enterprise partner satisfaction, and optimizing team performance. This role’s primary focus will be to: - Supervise the day-to-day activities of the contact center, ensuring optimal performance and effective processing across all communication channels. - Monitor and manage handle times, talk times, and service levels at both the individual and team levels, ensuring that performance meets or exceeds established standards. - Manage the CX team: Oversee the hiring, training, development, and the offering of mentorship and guidance to foster a high-performance team. - Oversee processing of policy changes to ensure accuracy and completion - Schedule and maintain shifts, lunches, breaks and the assigning of tasks as needed. - Implement process improvements that reduce waste, minimize errors, and maximize productivity. - Strive to exceed customer expectations in every aspect of service. - Create a positive customer experience that drives customer satisfaction and loyalty. - Monitor and share reports on customer satisfaction metrics. - Research and resolve customer complaints and issues. - Conduct regular quality assurance audits of customer interactions to identify areas for improvement and provide constructive feedback to staff. - Ensure compliance with quality standards and regulations. - Evaluate agent performance and provide feedback. - Address employee concerns and issues. - Work closely with cross-functional teams and external partners to streamline processes and improve efficiency. - Collaborate with partners to guarantee that our performance meets or exceeds contractual requirements. WHO YOU ARE - 3-5 years managing a call center team with high incoming call volumes, preferably on an omni-channel platform - Proficient in defining and managing KPIs and SLAs (e.g. AHT, ASA, etc.) that drive a customer-facing service team, and are able to report and articulate trends and insights to drive improved performance - Expertise in contact center operations, including call routing, queue management, and quality assurance processes - 3-5 years managing a team including hiring, training, and developing staff, as well as setting goals and objectives - Familiarity with contact center technology, such as customer relationship management (CRM) systems i.e. Salesforce, AWD, and automated call distribution (ACD) systems i.e. RingCentral, Nice InContact, Avaya, etc. - Experience with payment processing systems and principles i.e. Stripe, Adyen, etc. - Experience working with insurance or other institutional forms, including understanding their purpose and requirements. - A strong understanding of ticketing support systems, such as JIRA, to track and manage customer inquiries and provide timely resolutions - Demonstrated leadership skills, including the ability to motivate and inspire teams, make effective decisions, and solve problems. - Excellent interpersonal skills and the ability to build trust and collaboration with a wide range of partners. - Must be highly adaptable and capable of working efficiently in a fast-paced environment with evolving priorities - Must be results-focused and a strong communicator who can foster positive relationships and drive collaboration across diverse teams and organizations - Skilled in data analysis, with a solid understanding of Microsoft Excel or Google Sheets - Experience working with digital signature capture technology i.e. Dropbox or HelloSign TOTAL REWARDS At Bestow, we’re proud to be awarded for our team members, innovative products, and culture. Our standard benefits include: - Competitive salary and equity based on role - Policies and managers that support work/life balance, like our flexible paid time off and parental leave programs - 100% paid-premium option for medical, dental, and vision insurance - Lifestyle stipend to support your physical, emotional, and financial wellbeing - Flexible work-from-home policy and open to remote - Remote and WFH options, as well as a beautiful, state-of-the-art office in Dallas’ Deep Ellum, for those who prefer an office setting - Employee-led diversity, equity, and inclusion initiatives Recent Employer Awards include: - Best Place for Working Parents 2023 + 2024 + 2025 - Great Place to Work Certified, 2022 + 2023 + 2024 + 2025 - Built In Best Places to Work, 2022 + 2023 + 2025 - Fortune’s Best Workplaces in Texas 2022 + 2023 - Fortune’s Best Workplaces in Financial Services and Insurance 2022 + 2023 + 2024 We value diversity at Bestow. The company will hire, recruit, and promote regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status, or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every team member. Thanks for considering a job at Bestow!