Customer Support Manager

Hippo Insurance

Hippo Insurance

Customer Service
Dallas, TX, USA
Posted on Thursday, March 30, 2023

Role: Customer Support Manager

Location: Dallas, TX

Reports To: Customer Support Director

About Hippo:

Our mission is to deliver intuitive and proactive protection for homeowners, combining the power of technology with a human touch.

Hippo built the world’s first home protection platform. We believe that insurance should protect your home and the things you treasure with policies designed for modern lives and proactive protection that helps you care for your home. Our aim is to help you avoid issues before they become costly problems because the best claims experience is the one you don’t have. Simply put, Hippo exists to protect the joy of homeownership.

About This Role:

We’re seeking a Customer Support Manager for our Customer Support team in Austin, Texas or Dallas, TX. In this leadership role, you will have the privilege of managing and developing an experienced team of P&C licensed support staff. We’re looking for someone who will be influential in developing the people, processes and technology that can help us create a world class customer experience.

About You:

You are a strong communicator that is able to collaborate across all functional areas of the business. You are skilled in developing strong talent and influencing change through process improvement, operational management practices and innovation. You have the intellectual horsepower to think through and address various different business problems in parallel. You are detail oriented, flexible and have the ability to interact with and influence a diverse set of internal and external partners. Experience with managing competing priorities and maintaining strong time management and organizational skills to achieve goals and deadlines.

What You'll Do:

  • Work with Team Leads to monitor and direct the workload and performance of the Customer Support team that spends about 80% of their time on support tasks and 20% of their time on Underwriting related work
  • Point person for day-to-day problem solving, acting as a liaison between the frontline support staff and senior leadership to drive continuous improvements
  • Drive partnership with IT to provide business direction and prioritization in the development of state-of-the-art technology tools necessary to deliver effective service and drive digital transformation of contact center capabilities
  • Participates in staff recruitment, performance assessments, training and career development
  • Preparing reports and analyzing call center data to improve performance and maximize efficiency while maintaining customer satisfaction
  • Influence and lead change through process improvement techniques, operational management practices and innovation across the enterprise
  • Leads a data driven culture to ensure adequate metrics, reporting and data are in place to manage contact center goals

Must Haves:

  • 5+ years of strategic and operational leadership experience in a customer service environment
  • Experience in running the operational aspects of customer support through multiple contact channels, including e-mail, chat and phone
  • Knowledge of contact center
  • Customer centric service philosophy and understanding of the challenges in providing a world-class customer experience
  • A successful track record in achieving and exceeding customer service goals in a fast growing business
  • Experience in building strong teams, with driving the customer and employee experience
  • Excellent leadership skills. Demonstrated ability to work in a fast-paced environment and ability to both influence and develop strong partnerships at all levels
  • Exceptional business judgment with the ability to create sound frameworks to drive towards decisions and organizational alignment
  • Experienced in long term, strategic thinking and short-term process efficiency
  • Home insurance policy knowledge is a must
  • P&C license required

Benefits and Perks:

Hippo treats its team members with the same level of dedication and care as we do our customers, which is why we're fortunate to provide all of our Hippos with:

  • Healthy Hippos Benefits - 100% Employer paid medical, dental & vision plan options for our team members AND their families (yes, you read that correctly). As well as 401(k), long & short-term disability, employer-paid life insurance, flexible spending accounts for health and dependent care, and an Employee Assistance Program (EAP).
  • Training and Career Growth - Paid training opportunities and countless internal career growth opportunities
  • Award-Winning Culture - Recognized by BuiltIn and Inc. Magazine as a top place to work - we value integrity, inclusiveness, empathy, and being proactive and dedicated
  • Flexible Time Off - You know when and how you should recharge
  • Little Hippos Program - We offer 12 weeks of parental leave for primary and secondary caregivers.

Hippo is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion.

Hippo’s applicants are considered solely based on their qualifications, without regard to an applicant’s disability or need for accommodation. Any Hippo applicant who requires reasonable accommodations during the application process should contact the Hippo’s People Team to make the need for an accommodation known.