Our Client is looking for an operationally savvy leader to help us build our Member Care team in Atlanta, supporting efforts to build a brand new business and completely change an industry. They are a startup creating an iconic brand in insurance for modern consumers. 

The Member Care team will be critical in achieving this mission. You will manage a team of Associates who support our members through phone support, web chats and email communications.

The team you lead will not only resolve issues and answer questions about the business, practices, and customers' accounts and orders, but also identify patterns, and suggest system and process improvements. As a leader,  you will need to be invested in building a happy, productive team while scaling quickly.

Your analytical thinking and customer support expertise will allow you to maintain a high standard of performance for the team, ensuring the team consistently meet KPIs and deliver an exceptional experience. In addition to managing the day-to-day operations of the team and the office, you will bring a balance of empathy and rigor to establishing a training program, delivering feedback, and developing a team of stars.

ROLE & RESPONSIBILITIES

As a Manager, you will assist Member Care and Insurance leadership with the day-to-day operations of the team, in addition to leading longer-term strategic projects. You will be expected to:

• Develop a thorough understanding of team processes and systems, and a deep understanding of the company products
• Recruit and manage a team, and promote a diverse, highly empathetic, customer-first atmosphere that emphasizes creative problem solving
• Identify and implement process improvements on a near-daily basis.
• Maintain a calm and positive attitude during periods of high volume in order to keep the team operating at a high standard
• Tell a story through data that you’ve defined, collected and analyzed
• Act with integrity, honesty and knowledge in a way that promotes a company culture, values and mission

EXPERIENCE & QUALIFICATIONS

• At least two years of experience guiding the work of and delivering feedback to a group of direct reports
• Familiarity with helpdesk software, live-chat, and telephone best practices
• Experience in a fast-paced, rapidly-changing startup environment, preferably in a financial services and/or direct-to-consumer business
• Skill with Microsoft Office, especially Microsoft Excel
• Strong communication skills, including the ability to clearly communicate complex topics
• Impeccable grammar and top-notch writing skills
• Empathy and self-awareness
• A "people person" with a positive attitude, even in the face of challenging situations
• Available to work flexible hours that may include early mornings, evenings, weekends, nights and/or holidays