Director of User Support
Certificial is transforming how businesses and their Suppliers share insurance coverage information by moving from point-in-time documents to real-time data. We’re a fast-growing InsurTech in search of a Director, User Support to add to our growing team.
As Director, User Support, you are a customer-obsessed business-minded leader who ensures the User Support Team delivers a consistently high-quality customer experience.
What you’ll do:
- Oversee the daily operations of Certificial’s User Support team
- Utilize metrics to manage the User Support desk and ticketing systems effectively
- Identify and implement continuous process improvement opportunities to build a world-class support model that support Certificial’s multi-sided platform
- Implement strategies to reduce incoming User Support tickets by working with Customer Success, Product Management, and Engineering
- Demonstrate problem-solving, conflict resolution, negotiation, and de-escalation skills
- Oversee the hiring, onboarding, and day-to-day operations of User Support Specialists
- Provide continuous feedback, coaching, training, and development assistance to the User Support Team to foster ongoing growth while upholding their status as Certificial experts
- Manage the ZenDesk platform, including macros, self-service bot, root cause analysis, templates, etc.
Other Functions:
- Ability to plan schedules and organize workload to meet deadlines
- Work cross-functionally with other teams
- Adhere to company policies, procedures, and guidelines
- Other duties as assigned
What you’ll bring:
- BA/BS degree or equivalent work experience
- 5+ years of experience building and managing high-performing User or Customer Support teams
- 3+ years of ZenDesk experience
- Experience scaling a fast-growing SaaS business
- Experience with multi-tasking in a high-energy environment
- Excellent communicator and creative thinker
- Ability to compose grammatically correct, concise, and accurate written responses and notations
- Technically inclined with a drive to challenge existing processes and innovate
- Insurance or other high regulated industry experience a plus
Compensation:
- This role will receive a competitive base salary, bonus, benefits, and options. The base salary range for US-based employees is $50,000-$500,000.
- Various factors are considered when determining someone's leveling and compensation, including a candidate's professional background and experience. These numbers may be modified, and final offer amounts may vary from those listed above. Please continue to apply if you are unsure that you fit into our compensation structure.
Perks and Benefits:
- Health, dental, and vision insurance
- No waiting period for enrollment
- 401(k) with company match
- Employer-paid STD/LTD
- Unlimited PTO & Paid Holidays
- Employee Assistance Program
- Special employee discounts
- Virtual team-building activities
About us:
Certificial uses real-time data to ensure businesses have continuous, compliant insurance coverage. We combine certificate issuance and compliance management into one simple platform, eliminating risk, ensuring compliance, and reducing costs for every stakeholder in the COI process - Insureds, Agents & Brokers, and Requestors. This is our Smart COI Network.
Employment at Certificial is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.