Customer Support Team Manager

Job Description

Job Description

Steadily is an insurance technology company that specializes in rental property insurance for landlords. We’re four years old, just over 150 people, manage $20B in risk, and are intent on becoming the world’s best and largest insurer of rental properties.

We exist to deliver fast, affordable insurance and to pay claims quickly and fairly. To do that, we hire the best engineers, actuaries, sales, and service people in the country to build the experience that we’d want if we were the client.

Our Client Experience (CX) team’s core mandate is to deliver world-class, end-to-end experiences for our customers that drive brand loyalty and retention. You’ll be part of delivering on that mandate.

As a Team Manager, you will lead a team of Customer Support Specialists within the CX department. You will be responsible for ensuring that business objectives are achieved by focusing on best practices, process improvements, and operational rigor. This will be a fast-paced, dynamic role where you’ll solve complex problems on the fly and drive operational excellence of our customer-facing support teams.

Key Responsibilities :

Lead a high performing, customer-facing support team by implementing strategy and developing a scalable infrastructure as the department continues to grow.

Create and continuously optimize workflows to maximize efficiency and improve performance (e.g. quality, service levels, retention, etc.)

Leverage data to inform strategy and drive optimal performance.

Provide direct support, coaching, and guidance to the support team to maintain a high bar of performance and deliver excellent results.

Continue to build a top-notch CX department by participating in interviewing and recruiting great talent.

Report directly to the Chief Experience Officer and provide regular leadership updates.

Your Background :

Leadership Experience : You are a gifted leader with 3 years of management experience leading a high performing support team of at least 10 direct employees.

Technical & Data Orientation : You are extremely tech savvy and know how to leverage data and technology to your advantage. You are highly proficient with Excel and have had exposure to data-visualization tools such as Looker, Tableau, PowerBI, or Metabase.

Operational Excellence : You have strong operational and business acumen. You can work across levels of internal stakeholders and external customers to drive improvements for the betterment of the client experience.

Drive : You can handle important responsibilities and assignments with limited oversight. This role is best suited for someone who enjoys building and mentoring a team while having the autonomy to move quickly and make decisions.

Compensation and Benefits :

Salary of $120,000

Relocation stipend

Equity in the company

401K

Health insurance including Medical, Dental, Vision, Life, Disability, HSA, FSA

In office 4 days a week with a bucket of WFH days available

Free snacks & regular team lunches

Location :

Kansas City metro area (Overland Park / Leawood, KS)

Must be local or willing to relocate within 60 days

Why Join Us :

You'll be in good company. Our founders have three successful startups under their belt and have recruited a stellar team to match.

We pay top of market (see comp).

We're earlier stage, so you'll get to wear a lot of hats and shape product decisions.

We have a good time. Culture matters a ton to us.

We're growing fast and are exceptionally well-funded.

Steadily boasts a very unique culture that our teammates love. We call it like we see it and we’re nothing if not candid. Check out our culture deck here to learn what we’re all about.

Steadily was awarded Comparably’s Best Company Leadership 2023, Best CEOs for Women 2023, and Best Company for Women 2022

We’re excited to meet you!

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Salary : $120,000