Opportunities

Customer Support Team Leader

Department

Operations

Location

Atlanta, Georgia, United States

Employment Type

Full-time, Permanent

Budgeted Salary Range

$60,000 - $65,000

Ways of Working

Hybrid
Opened: 6 months ago
Closes: TBC

About Us

We love pets - which is why we’re on a mission to make the world a better place for pets and their parents.  We offer pet insurance policies with generous pet health benefits that are designed with their needs in mind. We’ve helped over half a million pets stay happy and healthy since 2017 - and many more customers throughout the world are joining us every day.  We’ve won numerous awards, have offices in the USA, UK, and Sweden - and we now employ over 500 people globally. 

Award-winning, innovative technology and exceptional customer service are at the heart of our offer: our “Complete” policy ranks top of the Which? cat and dog insurance Best Buy tables. (December 2021)  We've also been voted the Pet Insurance Provider Of The Year in the Moneyfacts Consumer Awards (2021) - and we’ve received over 21,000 5-star Feefo reviews in the past 12 months.

We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come.  Our latest Series D funding round was $350m which values us at over $2bn. 

Our company is fast-moving, respectful, fun-loving and (most importantly) passionate about pets and their wellbeing.  We think big and we can only do that if we have a wonderful array of different people who are able to bring their whole selves to work every day.  Throughout our business you'll meet people who think differently, aim for impact and love to try new things.  Want to join our pack?  Join us. Love every moment. Love ManyPets.

The Opportunity

We're on an impressive journey to make the world a better place for pet-parents. We have ambitious growth plans, and this role will be a pivotal part of our success (and continued growth) in USA.  You’ll be one of first on the ground in our new Customer Support operation, helping to set the standards and build the culture as we grow. You’ll recruit, train, manage and support your own team to deliver an awesome customer experience, backed by expertise and technology that’s second to none. This is an exceptional opportunity to work in the freedom and innovation of a start-up setting with the security and support of our global company behind you.

Your Focus

  • Supervise and support team members in delivering operational targets and provide “best in class” customer service.
  • Prioritize supporting team members on a day to day basis to resolve queries, build knowledge and confidence, and achieve quality and compliance standards.
  • Ensure customer support is delivered to comply with company policies, state regulations, and Department of Insurance regulations.
  • Maintain good team communications through daily/weekly updates and leading regular team meetings to ensure all team members are aware of team and product performance.
  • Recruit, train, and retain customer service agents, to support the launch of ManyPets pet insurance.
  • Regularly review and coach team members against individual work and personal development goals to support motivation and retention.
  • Provide support to policyholders to promptly resolve questions and complaints.
  • Provide feedback for development of new products by the Product team.
  • Champion product and process improvements to benefit the overall customer experience.
  • Live ManyPets core values daily with authenticity.

What Leads to Success

Here are a few of the skills we are looking for in this position. Don’t worry if you don’t tick every box as it’s important for us to support you in your role and help you to develop along the way.

  • You're an active listener with a keen ear for detail - you'll be known for your questioning, summarizing, and reflecting with empathy.
  • You value diversity and are sensitive to different environments and cultures.
  • You've got nose for problems: you have a sixth sense for issues before they happen.
  • You love getting into the detail and providing insightful data analysis and reporting.
  • Your colleagues say you're the sort of person who likes to move fast, pragmatically seeking problems and thinking about the wider impact.
  • You make changes happen by working well and with others.
  • You coach and develop those round you - by setting realistic and attainable objectives, reviews, and sharing constructive feedback.

What's Important

  • Customer service experience across multiple Insurance channels - ideally in pet or health product lines.
  • Experience in a team leader/management level role within a contact or call centre.
  • You bring a good understanding of insurance regulations in our space - and financial risk / crime (including anti-bribery and anti-fraud provisions).
  • You'll be already licensed as a property and casualty insurance producer and adjuster - or you'll be able to obtain this within your first 30 days.
  • You'll know how to keep others motivated to meet our service level agreements, with some experience of underwriting principles and risk assessment.
  • You'll appreciate the value and impact of pet insurance on the wellbeing of our pet-parents (and their pets!)
  • You know how to navigate product content and policy wording.
  • Basic veterinary knowledge would be an advantage - but not essential.

Inclusion at ManyPets

We believe diversity, belonging and inclusion are more than just words or things we should be 'seen' to be doing.  Having diversity at the core of our business makes us stronger - and the responsibility for creating an inclusive workplace rests with all of us.  We believe Black Lives Matter and we want you to join a company that makes unbiased choices and is committed to being anti-racist.  If you'd like to read more about this, please download our Approach to Inclusion pack. 

We promise to give you the same opportunities as everyone else and we won’t discriminate against you at any point in the process. This includes how we source talent, our interview process, our conditions of employment (including pay) and feedback.

Hybrid-Working

Everything changed overnight when the pandemic happened. Suddenly everything was different: whether we were in a home office, spare room, or makeshift desk: we were working on our own and dealing with Zoom calls, bad Wi-Fi, and a very different working day.  We now work from home and our company office, so we've created our Making Work, Work guide, which explains it all.

We offer a fantastic range of company benefits to suit everyone in a remote-first world, with a focus on supporting our physical and mental wellbeing. Coupled with a generous holiday allowance and regular care packs, we’re always looking for new ways to look out for our people.

Our Values

Our company values drive everything we do - and they are:

Show You Care | Do The Right Thing | Think Big | Work Together | Be Tenacious

Connect With Us!

LinkedIn | Instagram: UK  USA  Sweden| Facebook: UK  USA  Sweden | Twitter: UK USA | TikTok | Glassdoor | Indeed | FeeFo | Trustpilot | Crunchbase

Reasonable Adjustments and Support

If you need any help, support or advice at any point during the hiring process please email our Inclusion Council in complete confidence.  Our Inclusion Council is a cross-functional group of people from our global business - and they are not the hiring managers for this role.  We're here to make sure everyone has a fair and equitable experience when they're considering joining us.  If you want to talk or ask any questions, we are here to listen (and we'll do what we can to flex our approach to a process that suits you.)

Smell good?

A dog smelling something good

Apply for the Customer Support Team Leader opportunity.

  • Department: Operations
  • Location: Atlanta, Georgia, United States
  • Employment Type: Full-time, Permanent
  • Budgeted Salary Range: $60,000 - $65,000
  • Ways of Working: Hybrid
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