about us
: battleface is building a humanity-focused travel insurance company to bring people and the world together. Why? Because for far too long travel insurance has focused on the company, not the customer. But we’re changing that. How? By connecting travelers to customized insurance solutions that deliver the right insurance at the right price — right where and when they need it.Travel Insurance industry experience is required. We’re looking for a Customer Service Manager, to provide proactive leadership and development to a team who support multiple channels and geographies within the business.
The ideal candidate will challenge, coach, and mentor their team to go above and beyond to create unique and impactful moments for our customers while also resolving their issues. This leader will be accountable for their team achieving set service and quality expectations, while developing team members that are having difficulty meeting battleface’ standards. Ideal candidates should have exceptional communication, interpersonal and customer service skills, as well as comprehensive knowledge of the latest tech tools, company policies and product offerings.about you: this position is for leaders within the travel insurance industry, who embrace innovation, tech and zest for helping others.
The perfect candidate implements data-driven strategies aligned with our core principles while obsessing over customers’ feedback and journey. Ultimately, the perfect candidate drives our global operations forward through exceptional customer experience and team development. Specifically, we’re looking for someone who can:
- Establish effective training and consistent feedback process for improvement
- Create and drive talent management strategies that include but are not limited to succession planning, talent reviews, recommendations of promotional opportunities for top performers, and full team development
- Manage the corrective action process up and through termination for conduct or performance
- Improve production levels via training and quality assurance
- Deliver individualized feedback on performance and behavior to all team members to identify areas of opportunity and develop action plans to improve metrics and close performance gaps
- Review and score customer calls using quality control guidelines to ensure agents are meeting established criteria; calibrate with other team members to ensure consistency in grading using speech to text analytical tools and evaluation of issue resolution, customer empathy and sentiment
- Monitor and control team members' productivity and workload in an omni-channel environment
- Support and handle customer and systems escalations as needed
- Assist and support learning and development needs for team members to successfully complete their metric expectations and to stay current on new product training
- Participate and provide feedback on business initiatives that directly impact the Customer Service team
- Operate with understanding, active listening, patience, empathy, and kindness to customers and fellow team members
- Identify operational and tech deficiencies, suggest plans for improvement
- Prepare reporting by collecting, analyzing and summarizing data and trends to improve processes, ensuring resources are properly allocated to maximize efficiency
essentials:
- Travel insurance experience
- 2-5 years’ manager-level experience with 5 or more direct reports
- Experience managing remote and international teams
- Ability to manage a high volume of information/data
- A sense of urgency with a demonstrated ability to multi-task and adapt to quickly changing priorities in a fast-paced environment
- Excellent verbal and written communication skills
- Proficiency in Microsoft Office Suite
- Position may require some travel
even better:
- Travel lines, P&C and/or A&H licensing is a plus
- Startup experience in tech
- Worldwide travel
And, most importantly about your focus on impact:
- Aims to surpass continually evolving and relevant goals
- Intentional when setting goals that are geared toward objectives that move the needle
- Focuses on relationships that enable our mission of building a humanity-focused travel insurance company to bring people and the world together
