Customer Service Training Manager

2 weeks ago

San Francisco, California, United States SimplyInsured Full time
Customer Service Training Manager at SimplyInsured

At SimplyInsured, we are dedicated to alleviating the stress associated with health insurance.

Health insurance can often be perplexing and expensive, leading to anxiety for many individuals. Our goal is to reduce that anxiety as much as possible.

We specialize in supporting small business owners who encounter difficulties in choosing the appropriate insurance options for their employees and families. With a client base exceeding 20,000 and strategic partnerships with organizations such as Intuit and Square, we are swiftly growing and transforming this complex industry by improving transparency and accessibility for everyone. Our journey began in the Y-Combinator incubator and has been supported by prominent investors including Polaris Partners, Bessemer Venture Partners, New York Life Ventures, and AltaIR Capital.

Position Overview:

As the Customer Service Training Manager, you will play a crucial role in guaranteeing outstanding customer service by overseeing training and quality assurance initiatives within our company. Your duties will encompass the development and execution of training programs, assessment of customer interactions, and promoting ongoing improvements in service quality assurance.

Your Contributions:

  • Training Program Development:
    • Design, produce, and refine training materials, guides, and resources that align with the company's customer service standards and goals.
    • Establish and manage training schedules and curricula.
    • Tailor training content and resources to meet the specific needs of various operational teams (revenue operations, renewals, and support).
    • Regularly update training materials to reflect changes in customer service processes, products, or technologies.
    • Conduct engaging and informative training sessions for new hires and current employees.
  • Quality Assurance:
    • Assess the current quality assurance program and enhance it to improve Customer Satisfaction and Net Promoter Score.
    • Revise the existing quality assurance reporting, tools, and analytics.
    • Monitor the performance of customer service representatives to identify trends and areas needing additional training or coaching.

Required Qualifications:

  • Bachelor's degree in a relevant discipline or equivalent professional experience
  • Ability to adapt to changing needs and priorities in a dynamic environment
  • Over 3 years of experience in designing and managing training programs
  • Familiarity with customer service software, CRM systems, Learning Management Systems (LMS), and related technologies (experience with Salesforce is a plus)
  • Outstanding communication and presentation abilities
  • Strong interpersonal and coaching skills
  • Excellent organizational and project management capabilities (certification is a plus)

Benefits Offered:

  • Comprehensive stock option packages
  • Competitive salary
  • Flexible time-off policy
  • Complete Medical, Dental, and Vision Insurance coverage
  • FSA plan
  • 401k
  • A culture driven by values that invests in employee growth

Compensation Details:

The salary range for this position is $65,000 - $90,000.

Our compensation structure is based on market standards. The salary may vary depending on a candidate's experience, industry knowledge, technical skills, and location. The provided range is just one component of the total compensation package, which includes performance-based bonuses and company stock options.

Our Work Culture:

We emphasize radical transparency, feedback, proactivity, growth, and a culture of constructive dissent. We maintain high standards for one another, drawing inspiration from our diverse backgrounds and shared commitment to our mission.

Research indicates that candidates from underrepresented backgrounds often hesitate to apply for positions if they do not meet every requirement. We strongly encourage you to apply regardless; we are excited to see how your unique experiences can enhance our team.

We are committed to diversity and are an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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