Customer Care Team Leader

Company Description:

myCOI (www.mycoitracking.com) is an early industry-leader in the insurance technology space providing an innovative SaaS solution for tracking, processing, and managing certificates of insurance. Our Purpose - Erase the Worry through The Work We Do – Eliminating the disruptive impact of an insurance claim. A fully remote company, headquartered in Indianapolis, myCOI’s proven track record of national growth and success has impacted hundreds of customers who use our products and services ranging from Fortune 100, Higher Education, Construction, Logistics, Healthcare, Property Management, down to some of our local favorite sports teams. myCOI offers an easy-to-use, cloud-based solution to protect organizations and ensure end-to-end compliance. It’s smart technology that has our industry expertise built right in-designed to provide a single place to view COI’s, compliance, and risk reporting, for vendors, suppliers, tenants, subcontractors, franchisees, and carriers. myCOI’s channel partners, a great leadership team that is energetic, innovative, and goal-oriented; along with living our core values: Unite, Reach, Own It, Choose Positive, Innovate and Be Trusted, drives our continued growth and success.

We work hard to maintain an open, supportive culture that promotes the pursuit of excellence. As a member of our team, you’ll enjoy a competitive compensation package, great work-life balance, and an innovative, supportive culture. We know that myCOI’s success derives from great teamwork and each individual’s exceptional results. Join us on our mission to disrupt, innovate, and lead the industry! 

Position Summary:

The Customer Care Team Lead will manage our care team individuals with a focus on solving insurance-related challenges for myCOI customers’ insurance agents and vendors/3rd parties. The team’s primary activity will be answering questions via email, chat, and phone. This person's key metrics will be Care team interactions per customer, average response time, average resolution time, % positive reviews, and Resolution SLA.

This person will also oversee all aspects of experience delivery, from internal tools to utilization to defining the team’s process. The lead is expected to be an expert on the software and industry and can de-escalate even the most challenging conversations. This individual will also lead efforts to coach and train the team to improve and delight in all interactions. They are expected to conduct weekly 1:1’s with team members and ensure that all tickets are accounted for and that challenges are proactively identified and escalated.

What Makes this a Great Opportunity:

• Represent a leading SaaS company with the most innovative technology in the industry and a 98% customer retention rate!

• Professional growth & learning opportunities due to exceptional continued business growth and a culture that strongly supports your own personal growth.  

• Work for a 2023 Indy Star Top Workplaces winner and 2022 TechPoint #MiraAwards Exceptional Employer Award winner.

• Great work-life balance, amazing company culture and comprehensive benefits (including 401k w/match, Pet Insurance & Paternity Coverage). 

Essential Responsibilities: 

• Build and maintain a team of individuals focused on delighting in all interactions

• Develop learning and career development for staff and manage the performance for staff

• Develop, manage and report on team dashboards and KPIs through ZenDesk

• Own the strategic development and maintenance of myCOI’s ticket management tool ZenDesk for the Care Team

• Continuously optimize internal processes to achieve customer retention, gross margin, and client, agent and vendor satisfaction goals

• Collaborate with customer experience leadership, training, employee success, product and technology teams to innovate in how myCOI improves customer experience and support

• Be the point of contact when it comes to escalations

• Record and track team performance and workflows

• Clearly communicate escalated issues to other teams (both internal and external) and leadership as needed

• Assist with the onboarding of all new Care Team members, including offshore resources as needed

• Evaluate and analyze ZenDesk case trends and/or call trends to prevent future issues

Required Knowledge & Skills:

• Experience within an insurance-relating company’s Service Desk, Helpdesk, or Problem or Change Management department

• Three plus years experience in a support role for a SaaS and services revenue-generated product portfolio, preferred but not required

• Prior experience in leading a service and support-focused team culture, preferred but not required

• Data-driven leaden leadership with experience in ZenDesk or similar ticket management tool

• Demonstrated ability to build strong and lasting relationships

• Proven people management and leadership skills

• Able to think, reason, and react quickly to formulate solutions

• Works independently and as part of a team

• Exceptional listening skills

• Excellent verbal and written communication skills

• Strong organizational skills that enable multiple tasks to be balanced

• Able to work with cutting-edge technology and assimilate information rapidly

• Attention to detail and accuracy

• Able to maintain positive team spirit and communication

Travel Responsibilities:

• None

Education Requirements:

• High school diploma or GED

Compensation: 

• Competitive compensation package

Location:

• 100% Remote

• We are only able to consider U.S. based candidates at this time. 

Benefits:

• Medical

• 401k w/match

• Heath Savings Account/HSA

• Dental

• Vision

• Short Term Disability Insurance

• Paternity and Maternity leave for expecting parents.

• Pet Insurance (includes pet food, prescriptions, etc.)

• Life Insurance

• Paid Time Off (Holidays, Vacation, Flex Time, Community Volunteer Time)

myCOI is an equal opportunity employer and does not unlawfully discriminate against any applicant or candidate on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, or any other class protected by federal or state law.

All your information will be kept confidential according to EEO guidelines.

Certificates of Insurance - Software as a Service - Compliance - Insurtech Certificate Review - Insurance Review - Compliance Review - Policy Review - Endorsement - Insurance Tracking - Commercial Insurance - Customer Care - Insurance - Client Success - Training - Technology