POSTED Jan 14

Customer Support Manager at Ease

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

About Ease:Ease is the #1 rated benefits administration and HR software for businesses with 2–250 employees, powered by insurance brokers. 70,000+ employers trust Ease’s innovative SaaS service model to set up and manage benefits, onboard hires, stay compliant and offer their employees one destination for all their human resources information. Headquartered in San Francisco with offices in New York, Las Vegas, and Omaha, Ease was recently ranked number 57 in Forbes 2020 list of the top 500 startup employers in America.Ease video

What we’re buildingThe Ease Customer Support team is growing, and we’re looking for people to join us on our journey to reimagine how we service our customers. We’re looking for candidates who are passionate about service, comfortable with technology platforms and enjoy learning. If you’re interested in a career in SaaS, Insurtech, HRIS, Payroll or Customer Experience this is a great opportunity for you.

Responsibilities:

  • Lead a team of agents who assist Brokers, and Company Administrators with a broad range of topics across the Ease platform. Set team goals, develop people to their highest levels of performance, and guide them through complex situations
  • Collaborate with team leads, managers and other stakeholders to prioritize project work in line with company and organization objectives
  • Lead employees using a performance management and development process, providing continuous feedback, regular 1:1s, 360s and performance reviews
  • Analyze data to assess the performance of your teams and collaborate with your team leads to provide feedback and coaching where appropriate
  • Ensure quality of case handling, such as communications, timely responses and accuracy of information provided
  • Identify education and proficiency gaps across all areas of the team working in concert with Learning and Development
  • Analyze Support data to streamline and improve procedures, turn that analysis into process improvements from ideation to rollout
  • Partner with internal teams to resolve complex issues, while championing our customers' needs throughout the process
  • We service customers via Phone, Chat, or Email and this is a contact center environment. Your team will be working from a case queue, and you’ll be responsible for managing day to day staffing and assignments
  • You’ll be leading team members across the country, leading in a virtual environment

Qualifications:

  • Minimum of 2 years in a leadership role supporting a customer-facing team
  • Minimum of 1 year in a customer facing individual contributor role (or similar customer service role) Exceptional written and verbal communication skills - You are a skilled communicator and listener, and you’re comfortable coaching and developing team members with diverse skill sets and backgrounds.
  • Excellent interpersonal skills - You establish trust and effective working relationships with internal and external stakeholders
  • Strategic problem solving skills - You can navigate complex situations and implement effective solutions Passion for learning, and an ability to communicate complex issues in a clear and educational manner
  • Proficient using technology and navigating multiple systems
  • Access to reliable internet and a workspace with limited background distractions
  • Experience with employee benefits (i.e., medical, dental, vision) preferred
  • Experience with Google Suites, Zendesk and Microsoft Excel preferred
  • Experience with SaaS products helpful
  • Knowledge of Atlassian, Jira and Confluence helpful 

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