Performance Lead, Customer Experience

Job description

ABOUT BESTOW Life insurance is one of the world's most important products. It's also one of the hardest to build, distribute, and modernize. Bestow exists to change that. Bestow is a leading vertical technology platform serving some of the largest and most innovative life insurers. Our platform unifies the fragmented, legacy value chain, enabling carriers to launch products in weeks instead of years. Carriers choose us to scale and operate at unprecedented speed, powered by AI and automation. Bestow isn't selling policies. We're building the infrastructure that helps an entire industry move faster, reach more people, and deliver on its promise. Backed by leading investors (Goldman Sachs, Hedosophia, NEA, Valar, 8VC) and trusted by major carriers, Bestow is powered by a team that moves with precision, purpose, and heart. If you want to help reimagine a centuries-old industry with lasting impact, join us. Bestow offers flexible remote/hybrid work, meaningful benefits, equity, and substantial growth opportunities. Bestow uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit E-Verify.gov http://e-verify.gov. ABOUT THE TEAM The Performance Lead, Customer Experience is an advanced-level position responsible for leading and mentoring a team of Customer Care Advisors (CCAs). This role provides expert guidance on complex customer and agent inquiries and drives overall performance and efficiency through coaching and process improvement. The ideal candidate will be a customer-obsessed, empathetic team player with a passion for cultivating talent and empowering their team to deliver a world-class customer experience. This role reports directly to the Customer Experience Manager, Performance & Efficiency and is open to hybrid in our Dallas office or Remote (US). #LIREMOTE WHAT YOU’LL DO - Provide expert advice and guidance to Customer Care Advisors on customer inquiries across all channels. - Resolve complex customer and agent issues, including managing escalations. - Lead, mentor, and coach a team of Customer Care Advisors, fostering a positive team culture. - Facilitate team meetings and communications. - Identify and implement process improvements to enhance performance and efficiency and the overall customer experience. - Lead and contribute to department projects and initiatives. - Conduct quality assurance reviews, provide feedback, and generate reports. - Build and maintain relationships with vendors and enterprise partners. - Represent the team in meetings and act as a delegate for the CX Manager. - Monitor key operational processes, conduct business testing, and participate in audits. - Analyze team performance, identify trends, and provide feedback. - Support team performance management through regular reviews and feedback. WHO YOU ARE - 6+ years of experience in a customer service role. - Strong understanding of life insurance customer issues, operational processes, and relevant regulations. - Proficient with Customer Relationship Management (CRM) systems. - Experience in a highly-regulated industry is preferred. - Leadership: Ability to guide a team by leading department initiatives, making decisions, and managing performance. - Customer-Centric: A strong focus on customer needs, with a deep understanding of our products and services. - Communication: Excellent written and verbal communication skills, including the ability to provide clear and effective coaching and feedback. - Problem-Solving: Ability to perform research and analysis on complex items and develop solutions. - Adaptability: Comfortable working in a fast-paced environment with ambiguity and changing priorities. - Collaboration: Strong teamwork and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners.. TOTAL REWARDS At Bestow, we’re proud to be awarded for our team members, innovative products, and culture. Our standard benefits include: - Competitive salary and equity based on role - Policies and managers that support work/life balance, like our 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, for those who prefer an office setting - Employee-led diversity, equity, and inclusion initiatives Recent Employer Awards include: - Best Place for Working Parents 2023 + 2024 + 2025 - Great Place to Work Certified, 2022 + 2023 + 2024 + 2025 - Built In Best Places to Work, 2022 + 2023 + 2025 - Fortune’s Best Workplaces in Texas 2022 + 2023 - Fortune’s Best Workplaces in Financial Services and Insurance 2022 + 2023 + 2024 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. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every team member. Thanks for considering a job at Bestow!