Customer Experience Team Lead at EverQuote

| Cambridge | Remote
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We are looking for a Customer Experience Team Leader to help train, grow, and manage our Customer Experience Team’s handling of all post-sale activities. When our licensed insurance sales team completes an application, this team’s mission is to ensure each client’s shopping journey results in a bound insurance policy. 

What You’ll Be Doing:

  • The Customer Experience Team Lead will be developing processes while training and managing team members. You will be collaborating with other teams, marketing, traffic and sales to enhance customer service. You will also be following up on every aspect of the Case Work so you can effectively train and support the Customer Experience Team. 
  • Being hands on, comfortable with data, attention to detail and strong communication skills are crucial to your success.
  • Once our clients complete their first insurance application, you own the end-to-end post-application experience. This will vary across insurance line and insurance product, but the end-goal is the same: Get and keep our clients covered!
  • You will take ownership and coordinate with the front-line sales operation to execute on the annual renewal process for health and Medicare policies. 
  • Drive best-in-class cross sell performance to ensure our clients are well covered following the initial application.

Who You’ll Work With:

  • You will work with the Customer Experience Team as well as marketing, sales, and agency operations.

About You: 

  • You have strong people skills. You possess a passion to help others. 
  • Have experience managing teams who have direct responsibility for customer interactions.
  • Have successfully created and managed team metrics to drive performance.
  • Have developed, trained on, managed, and improved key processes within a functional team
  • Have 5+ years of experience in a Sales, Case Management, Customer Experience, Customer Service or similar team
  • Insurance industry experience preferred
  • Ideally licensed in health and life insurance lines. Exceptional candidates will be considered without these licenses, but will be required to earn them once employed
  • Bachelors Degree or equivalent

We get it. Requirements can sometimes hold people back from applying to a job, but don’t let that be the case here. If you believe you have the skills it takes to elevate this role, team, and company, we encourage you to apply for this role.

About Us:

EverQuote (Nasdaq: EVER) operates the largest online marketplace for insurance shopping in the United States. We make insurance shopping easy, efficient and personal, saving consumers and providers time and money. Our goal is to reshape the way consumers shop and improve the way insurance providers attract and connect with customers as insurance shopping continues to shift online.

EverQuote is committed to building an equitable, diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, or veteran status.

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Technology we use

  • Product
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement

Location

We're located in the Kendall Square area of Cambridge, MA. Surrounded by great food, fun places for outings and easily accessible for any commute.

An Insider's view of EverQuote

How would you describe the company’s work-life balance?

The reality is career success means little without a healthy balance of life outside of work. At EQ, it has meant reminding each other that whatever we can get done in a day is good enough. Some may be able to do more based on their situation and some won’t. The key is creating safe spaces to be honest, and open to give and receive support.

Alexander Grant

Quality Manager

How do you collaborate with other teams in the company?

I shoot a slack to someone or set up a meeting if it's a more complex problem I'm trying to solve. Typically, everyone is eager to help and put their heads together to solve the problem at hand!

Clara Hunnewell

Manager, SEM and Analytics

How does the company support your career growth?

At EverQuote, I've been able to grow from "intern" to "director of engineering" with lots of mentorship. Leadership sets clear expectations, provides actionable feedback, and creates real opportunities. EverQuote has sponsored formal management training for me, and I have a personal development plan that aligns with my goals beyond my tenure at EQ.

Ian Naval

Director, Ad Engineering

What’s the vibe like in the office?

The vibe is very upbeat and collaborative. Everyone is truly willing and happy to help each other out, support is just a desk away! Outbursts of laughter are the norm throughout the day which lends to a positive feel, but there are also quiet spaces to escape to when needed. I am very much looking forward to days back in the office down the road.

Brianna Shea

Agency Business Consultant

What are EverQuote Perks + Benefits

EverQuote Benefits Overview

E

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Professional Development Benefits
Diversity Program
Lunch and learns
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