Opportunities

Quality Assurance and Customer Support Trainer

Department

Operations

Location

Atlanta, Georgia, United States

Employment Type

Full-time, Permanent

Budgeted Salary Range

$50,000 - $60,000

Ways of Working

Fully remote
Opened: 25 days 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 400 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.

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 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 400 people globally. 

Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year.  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 $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.

About the Opportunity

ManyPet’s vision is to be ‘every pet lover’s favorite insurer’ and to become ‘the global pet insurer’.  Having already launched in the UK and Sweden, ManyPets launched its pet health insurance and wellness offering in the US in Q2 2021, and we anticipate being live nationwide by the end of April 2022. You’ll be one of the first on the ground in our new Claims and Customer Support operation, helping to set the standards and build the culture as we grow. Be a part of a customer service centric team that always puts our policyholders and their pets first. This is an exceptional opportunity to work in the freedom and innovation of a start-up setting with the security and support of our parent company behind you.

This role plays an important part in helping us achieve our goal to provide  ‘world class customer service’. You'll review our claims and customer support processes, while driving measurable process improvements. You'll work closely with a range of teams to ensure they have the feedback they need - which in turn will allow us to meet and exceed our quality standards for financial controls, customer experience and compliance. You’ll have the opportunity to create a robust training program for incoming and tenured claims handlers and customer support agents.

You’ll get to know lots of people across our Operations team – and add real value every day with the work you produce.  If you are the sort of person who can turn data into insights, has analytical mindset and oodles of empathy for customers: we’d love to hear from you!

Your Focus

  • Conducting quality checks of service levels across our contact channels, including phone, chat, and email, ensuring they are compliant and meet defined quality standards.
  • Helping our team leaders build and maintain a world class quality assurance processes for Claims and Customer Support, ensuring we monitor customer service and financial controls.
  • Identifying corrective actions where controls are not met, following through to ensure they are implemented within the team.
  • Providing quality review data and analysis. Producing reports to evidence quality levels for the wider team and for individuals, while providing recommendations for improvement.
  • Creating, organizing, and maintaining quality assessment records to support management decision-making.
  • Identifying training needs from qualitative feedback - highlighting these key areas to the Claims and Customer Support management team
  • Working with our Team Leads to support training design, which help colleagues achieve required quality standards.
  • Assisting in the development of new organizational procedures. Where relevant, following up and monitoring the implementation process from start to finish.
  • Supporting ad hoc internal projects and initiatives which drive delivery improvements, as agreed with Claims and Support management.
  • Working with colleagues to provide regular constructive feedback to all team members, which drive and support improvements.
  • Work with Claims and Support management, Team Leaders, and the People team to build and support the delivery of our Claims and Support learning and development plans.
  • Create, develop, and deliver a relevant curriculum of learning, training content, and resources for new and existing Claim colleagues through a wide range of technical solutions.
  • Create / develop onboarding content and resources to provide high quality relevant and accessible content and ensure new colleagues have a positive start to their career at ManyPets.
  • Maintain awareness of different learning style preferences and abilities and adapt approaches as necessary, in order to design and deliver training in an inclusive way.
  • Create learning evaluation and assessment tools and support evaluation processes, to help Team Leaders with feedback, performance management, and career progression proposals.

What Leads to Success

Here are some of the individual skills we know will enable you to succeed in this position. If you don’t tick every box - don't worry.  We can support you in both your personal and professional development:

  • You’ll excel at motivating, guiding, and developing others effectively.
  • You’ll have strong verbal and written communication skills.
  • You'll have strong active listening skills: questioning, summarizing, and reflecting with empathy.
  • You'll have an analytical mindset - spotting gaps and anomalies will be second nature to you.
  • You bring superb communication and relationship skills - you'll be the sort of person who builds rapport quickly.
  • You'll be able to multi-task, prioritize, and organize time effectively. You know that it'll set you up for success when working in a fast paced and changeable environment.
  • Your colleagues say you have great judgment, you solve problems and take initiative - and you make well thought out decisions.

What We’re Looking For

  • You'll likely be in another similar Operations role, with a focus on training, quality standards, methods of assessment, and driving positive change.
  • You'll know and understand standard operating procedures for general claims handling processes and/or customer support processes.
  • Ideally, you'll already have experience working for another similar start-up or scale-up like our business.
  • Strong insurance claims and/or customer experience a plus, ideally in pet or health product lines.
  • You’ll hold a relevant training / teaching qualification.
  • You will be licensed as a property and casualty producer and adjuster or be able to obtain within first 30 days – Paid by ManyPets.

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 Quality Assurance and Customer Support Trainer opportunity.

  • Department: Operations
  • Location: Atlanta, Georgia, United States
  • Employment Type: Full-time, Permanent
  • Budgeted Salary Range: $50,000 - $60,000
  • Ways of Working: Fully remote
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