Bestow is hiring a Customer Experience Manager

Bestow is hiring a Customer Experience Manager to lead the day-to-day operations of our contact center. You will be responsible for managing the team, ensuring customer and partner satisfaction, and driving team performance to exceed expectations. This role is critical for maintaining an efficient, high-quality service operation.

What You'll Do

• Supervise the daily activities of the contact center, ensuring optimal performance across all communication channels.
• Monitor and manage key performance metrics like handle times, talk times, and service levels.
• Lead the CX team, overseeing hiring, training, development, and mentorship.
• Oversee the accurate processing of policy changes.
• Schedule shifts, breaks, and assign tasks to meet operational needs.
• Implement process improvements to reduce waste, minimize errors, and maximize productivity.
• Strive to exceed customer expectations and create a positive experience.
• Monitor and report on customer satisfaction metrics.
• Research and resolve customer complaints and issues.
• Conduct regular quality assurance audits of customer interactions.
• Ensure compliance with quality standards and regulations.
• Evaluate agent performance and provide constructive feedback.
• Address employee concerns and issues.
• Work closely with cross-functional teams and external partners to streamline processes and improve efficiency.
• Collaborate with partners to ensure performance meets or exceeds contractual requirements.

What We're Looking For

• 3-5 years managing a high-volume call center team, preferably on an omni-channel platform.
• Proficient in defining and managing KPIs and SLAs (e.g., AHT, ASA) for customer-facing teams.
• Expertise in contact center operations, including call routing, queue management, and quality assurance.
• 3-5 years of people management experience, including hiring, training, developing staff, and setting goals.
• Familiarity with contact center technology, like CRM systems (e.g., Salesforce, AWD) and ACD systems (e.g., RingCentral, Nice InContact, Avaya).
• Experience with payment processing systems and principles (e.g., Stripe, Adyen).
• Experience working with insurance or other institutional forms, understanding their purpose and requirements.
• A strong understanding of ticketing support systems, such as JIRA, to track customer inquiries.
• Demonstrated leadership skills, with the ability to motivate teams, make effective decisions, and solve problems.
• Excellent interpersonal skills to build trust and collaborate with a wide range of partners.
• High adaptability and the ability to work efficiently in a fast-paced environment with evolving priorities.
• A results-focused, strong communicator who can foster positive relationships and drive collaboration across teams.
• Skilled in data analysis, with a solid understanding of Microsoft Excel or Google Sheets.

Technical Stack

• Salesforce, AWD, RingCentral, Nice InContact, Avaya
• Stripe, Adyen, JIRA
• Microsoft Excel, Google Sheets
• Dropbox, HelloSign

Team & Environment

You will be part of the Insurance Operations team, which includes the Customer Experience (CX), Customer Experience Operations (CXO), and New Business & Underwriting Support (CM) teams. You will report to the Senior Director, Insurance Operations.

Benefits & Compensation

• Competitive salary and equity based on role.
• Flexible paid time off and parental leave programs.
• 100% paid-premium option for medical, dental, and vision insurance.
• Lifestyle stipend to support your physical, emotional, and financial wellbeing.
• Flexible work-from-home policy and open to remote.
• Remote and WFH options, as well as a beautiful, state-of-the-art office in Dallas’ Deep Ellum.
• Employee-led diversity, equity, and inclusion initiatives.

Work Mode

This role offers a hybrid work mode. Opportunities are available in Dallas or remotely within the United States.

We value diversity at Bestow. The company will hire, recruit, and promote regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status, or any other status protected by applicable law.