Director of Customer Experience

Journey is an early stage insurtech company building new insurance and fleet management solutions for the car sharing economy. We just completed a fundraising round with some of the top financial and strategic investors in the space. Although still pre-launch, we have signed customer agreements and expect to launch pilots with some of the top travel sites in the world, starting in Q3.

The Role

As we build our operational capabilities, this foundational role will have the opportunity to help define and build our solutions and policies from the ground up. The scope of this role includes owning the customer experience, building our support team, and measuring customer satisfaction through all methods as we build a best-in-class insurance servicing organization. You will help us identify the voice of the brand, build a digital first communication team, and be adept at collecting customer feedback and insights to inform our product roadmap. Must be a creative problem solver, comfortable making decisions quickly, and truly passionate about providing great customer experience. Reports to the head of operations.

Responsibilities

  • Define policies & procedures for customer support functions
  • Implement customer support ticketing system, workflows and SLAs appropriate to our processes and goals
  • Set up integrated communication capabilities including phone, text, chat, email and social media
  • Writing customer facing content for FAQ, in-app support, and email templates
  • Build training materials for customer support team
  • Hire, train and manage customer support team
  • Handle escalated, complex and overflow calls when necessary
  • Appropriately develop quantitative and qualitative methods of gathering customer feedback and developing prioritized insights
  • Partner with internal stakeholders from technology, design, and product to refine the user experience

Qualifications

  • Track record of demonstrated success and experience with growth stage companies and leadership roles
  • 3+ years experience managing customer experience and working with customer support and call centers
  • Exceptional track record of building, leading, engaging and developing a team
  • Passion for owning the customer experience and working to exceed their expectations
  • Embrace a digital first approach
  • Enjoy a fast paced environment where each day is different
  • Creative problem solver and decision maker
  • Continuous improvement mindset - proactively seek out and propose solutions to problems
  • Exceptional phone presence (communication, authenticity and empathy) to resolve customer issues and at ease talking to people on the phone and building relationships with your customers
  • Comfortable working with data, testing & measuring, and managing in a metrics-oriented environment
  • Interest in implementing high tech solutions to improve the customer experience
  • Knowledge of common help desk/ticketing solutions and capabilities (Zendesk a plus)
  • Exceptionally strong verbal and written communication ability
  • Insurance background a plus

Benefits

  • Opportunity to shape a very early stage company with broad involvement and influence across functions
  • Entrepreneurial environment with a diverse and collaborative culture
  • Full health benefits, including medical, vision and dental
  • Catered lunches
  • Commuter benefits
  • Gym subsidy
  • Unlimited snacks and drinks
  • Creative office space

Journey is an equal opportunity employer and encourages people from a diverse variety of backgrounds and experiences to apply. Journey does not discriminate on race, color, religion, gender, national origin, citizenship, age, disability, veteran status, marital status, sexual orientation or any other basis prohibited by law.

Apply

To apply to this position submit your resume and cover letter (optional) to: careers@journey.com