About Beam:
Beam was founded in 2012 by three engineers who saw the opportunity to modernize the dental benefits industry using technology. Today, Beam Benefits is a digitally-led employee benefits company that offers dental, vision, life, disability, and supplemental health coverage. The company simplifies and modernizes the $100+ billion ancillary benefits industry through its leading dental insurance product, breadth of ancillary benefits, AI-powered underwriting, diversified distribution channels, and next generation benefits administration technologically-driven customer experience.
Joining Beam Benefits Means:
-Working in a complex and dynamic business, simultaneously serving customers across employee benefits insurance product lines and growth and service channels
-Collaborating with a diversely skilled team to continuously improve
-Being empowered as an owner and expert
-Being motivated by improving how people access employee benefits
The Role:
As a Customer Care Supervisor, you will be responsible for ensuring our stakeholders receive delightful and differentiating service. You will work closely with the Customer Care Representatives to ensure they receive the proper coaching and development needed to offer this service on a consistent basis while meeting all OKRs, KPIs, and SLAs. Your role as the Customer Care Supervisor will focus on understanding and managing the Customer Care Department’s resources to exceed results, while also working to improve the efficiency of the department.
What You Will Bring:
You are a customer focused, detailed, organized individual who can hire, coach and develop a world class team. You thrive in a team environment, display critical thinking skills and the ability to problem-solve while providing superior customer care. You can prioritize your work and adapt quickly to the changing needs of the team, doing whatever it takes to help the Customer Care Department meet and exceed results.
What Skills Will Help You Be Successful:Experience in hiring and managing a team specialized in exceptional customer service for both internal and external customersCoaching and mentoring skills to develop team members' strengths and address areas for improvementHistory of exceeding individual and team goals and metricsSignificant experience of exceptional customer service, including investigating and resolving complex issues, including customer complaintsAbility to lead a team with an emphasis on empathy and emotional intelligenceExperience in developing and executing customer service strategies that align with company goals Knowledge of JIRA, Confluence, Zendesk, Ujet and/or other knowledge-base or project management toolsExcellent analytical and organizational skills and the ability to balance many competing priorities at onceProven ability to foster a customer-first culture within a teamDemonstrated ability to think critically and make data-driven decisions to resolve issues efficientlyAbility to thrive in a fast-paced, dynamic and sometimes chaotic environmentExperience leading teams through change and scaling processes in a growing or evolving environmentWhat You Will Do:Hire, manage, and hold accountable the Customer Care team members to ensure the team has the support to offer delightful and differentiating customer service to all of our stakeholdersDesign and implement ongoing training programs to ensure the team is up to date on product knowledge, tools, and customer service best practicesRegularly conduct call listening sessions and audits of customer interactions (phone, email, chat, etc.) to ensure adherence to company quality standards and customer service excellenceProvide coaching, feedback, and complete QA scorecards to identify areas for improvement, reinforce best practices, and maintain consistency in delivering exceptional customer experiences while achieving the department’s OKRs, SLA’s, and KPIsAssist with phone calls and emails/chat, as needed, to maintain or improve service levels Serve as the point of contact for complex or escalated issues, ensuring timely and satisfactory resolutionMonitor service channels throughout the day ensuring Customer Operations achieves all SLAs, OKRs, and KPIsLeverage current analytics to look for opportunities to improve overall operation and team capabilities to enable the success of your teamHave superior knowledge of Beam Benefits products and services and proactively address questions from the internal team; consistently sharing best practices and technical knowledge with the Customer Care teamIdentify improvements to streamline our processes and/or request resources (when appropriate) to support those improvementsUse judgment to find creative solutions to assist the Customer Care team in providing resolution to customer issues that fall outside the standard guidelinesIdentify trends in knowledge gaps and provide additional education or content to support the teamWork cross-functionally with other teams to identify opportunities for improving customer experience and operational efficiencyFoster a positive and collaborative work environment to enhance employee engagement, retention, and performancePerform other duties/projects as assignedCompensation and Benefits:
-Competitive base salary with attractive variable compensation structure
-Performance-based bonuses and incentives
-Comprehensive benefits package, including health, dental, and vision insurance
-401(k) plan with company match
-Flexible time off
-Opportunity to participate in Beam's equity program
