Customer Care Supervisor

About Beam:

Beam was founded in 2012 by three engineers who saw the opportunity to modernize the dental benefits industry using technology. Today, Beam Benefits is a digitally-led employee benefits company that offers dental, vision, life, disability, and supplemental health coverage. The company simplifies and modernizes the $100+ billion ancillary benefits industry through its leading dental insurance product, breadth of ancillary benefits, AI-powered underwriting, diversified distribution channels, and next generation benefits administration technologically-driven customer experience.

The Role:

As a Customer Care Supervisor, you will be responsible for ensuring our stakeholders receive delightful and differentiating service. You will work closely with the Customer Care Representatives to ensure they receive the proper coaching and development needed to offer this service on a consistent basis while meeting all OKRs, KPIs, and SLAs. Your role as the Customer Care Supervisor will focus on understanding and managing the Customer Care Department’s resources to exceed results, while also working to improve the efficiency of the department.

What You Will Bring:

You are a customer focused, detailed, organized individual who can hire, coach and develop a world class team. You thrive in a team environment, display critical thinking skills and the ability to problem-solve while providing superior customer care.  You can prioritize your work and adapt quickly to the changing needs of the team, doing whatever it takes to help the Customer Care Department meet and exceed results.

Joining Beam Benefits Means:

• Working in a complex and dynamic business, simultaneously serving customers across employee benefits insurance product lines and growth and service channels
• Collaborating with a diversely skilled team to continuously improve
• Being empowered as an owner and expert
• Being motivated by improving how people access employee benefits

What Skills Will Help You Be Successful:

• Experience in hiring and managing a team specialized in exceptional customer service for both internal and external customers
• Coaching and mentoring skills to develop team members' strengths and address areas for improvement
• History of exceeding individual and team goals and metrics
• Significant experience of exceptional customer service, including investigating and resolving complex issues, including customer complaints
• Ability to lead a team with an emphasis on empathy and emotional intelligence
• Experience in developing and executing customer service strategies that align with company goals 
• Knowledge of JIRA, Confluence, Zendesk, Ujet and/or other knowledge-base or project management tools
• Excellent analytical and organizational skills and the ability to balance many competing priorities at once
• Proven ability to foster a customer-first culture within a team
• Demonstrated ability to think critically and make data-driven decisions to resolve issues efficiently
• Ability to thrive in a fast-paced, dynamic and sometimes chaotic environment
• Experience leading teams through change and scaling processes in a growing or evolving environment

What You Will Do:

• Hire, manage, and hold accountable the Customer Care team members to ensure the team has the support to offer delightful and differentiating customer service to all of our stakeholders
• Design and implement ongoing training programs to ensure the team is up to date on product knowledge, tools, and customer service best practices
• Regularly conduct call listening sessions and audits of customer interactions (phone, email, chat, etc.) to ensure adherence to company quality standards and customer service excellence
• Provide coaching, feedback, and complete QA scorecards to identify areas for improvement, reinforce best practices, and maintain consistency in delivering exceptional customer experiences while achieving the department’s OKRs, SLA’s, and KPIs
• Assist with phone calls and emails/chat, as needed, to maintain or improve service levels 
• Serve as the point of contact for complex or escalated issues, ensuring timely and satisfactory resolution
• Monitor service channels throughout the day ensuring Customer Operations achieves all SLAs, OKRs, and KPIs
• Leverage current analytics to look for opportunities to improve overall operation and team capabilities to enable the success of your team
• Have superior knowledge of Beam Benefits products and services and proactively address questions from the internal team; consistently sharing best practices and technical knowledge with the Customer Care team
• Identify improvements to streamline our processes and/or request resources (when appropriate) to support those improvements
• Use judgment to find creative solutions to assist the Customer Care team in providing resolution to customer issues that fall outside the standard guidelines
• Identify trends in knowledge gaps and provide additional education or content to support the team
• Work cross-functionally with other teams to identify opportunities for improving customer experience and operational efficiency
• Foster a positive and collaborative work environment to enhance employee engagement, retention, and performance
• Perform other duties/projects as assigned

Compensation and Benefits:

Beam offers a competitive base salary paired with an attractive variable compensation structure.

Employees benefit from performance-based bonuses and incentives, along with a comprehensive benefits package that includes health, dental, and vision insurance. Additionally, Beam provides a 401(k) plan with company matching, flexible time off, and the opportunity to participate in the equity program.

The base pay actually offered will take into account internal equity and budget for the open position and also may vary depending on the candidate’s job-related knowledge, skills, and experience, among other relevant factors. This range does not include an estimated value for any benefits, bonus, or other incentives that may be applicable based on position.