Customer Experience Team Lead

Description

About Reserv

Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.

We have ambitious (but attainable!) goals and need adjusters who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can’t wait to meet you.

About the role

The Customer Experience Team Lead plays a vital role in supporting the operations of the Customer Experience team at Reserv. The successful candidate will be heavily involved in mentoring CX team members, process creation, and implementation as we build out the team. They will ensure their team provides exceptional customer service for our clients throughout the claims process. This role requires strong leadership skills, insurance expertise, and a commitment to delivering outstanding, white-glove service.

Reserv is not like other TPAs. We pride ourselves on leveraging technology to create an exceptional experience for all involved parties in the claim process. Our CX team will be the face of our business and as such, the CX Team Lead must foster a culture obsessed with the customer experience, innovation, and continuous improvement. This is an exciting opportunity to support a Customer Experience team at a rapidly growing insurtech.

Who you are

• Highly motivated and growth-oriented. You're excited by the prospect of building a tech-driven org as an early CX hire.

• Passionate CX professional. You care deeply about the customer and their experience.

• Empathetic. You exercise empathy and patience towards everyone you interact with.

• Sense of urgency at all times, balanced with the ability to be detail-oriented.

• Curious. You want to know the whole story to make the right decisions early and find creative solutions to problems.

• Anti-status quo. You don’t just wish things were done differently, you act on it.

• Communicative. You understand the importance of every communication channel, whether it be phone, chat, or email

• And did we mention a sense of humor?

What we need

We need you to do all the things typical to the role:

• Provide guidance and information to Team members regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims

• Consistently strive to be dependable in achieving or exceeding goals, and overcoming obstacles while focusing on best practices for claims handling, including claim intake.

• Align team with client and customer expectations of the claims process

• Attract, hire, retain, and provide a high level of new-hire training and coaching of existing team members with the support of the rest of the leadership team

• Provide direct reports with accurate mentorship and support by maintaining a thorough understanding of insurance claims processes, regulatory requirements, and industry standards.

• Collaborate cross-functionally with other teams, including Claim Operations, Product Operations, and Engineering, to streamline processes

• Stay updated on industry trends, emerging technologies, and regulatory changes impacting the insurance claims landscape

• Ensure compliance with relevant guidelines and protocols

• Foster a positive and inclusive work environment that promotes teamwork, innovation, and a customer-centric culture

Requirements

• In-depth knowledge of insurance claims processes, terminology, and best practices

• Bachelor's degree or equivalent experience in insurance or contact center

• Strong leadership skills with the ability to motivate, inspire, and develop a diverse team

• Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically

• Demonstrated problem-solving and critical-thinking abilities, with a focus on delivering exceptional customer service

• Strong analytical skills to monitor and interpret performance metrics, identify trends, and drive data-driven decision-making

• Empathy, patience, and resilience to handle challenging customer interactions and navigate complex claim scenarios

• Excellent organizational and time management skills to effectively prioritize tasks, meet deadlines, and drive results

Benefits

• Generous health insurance package with nationwide coverage, vision, & dental

  • 401(k) retirement plan with employer matching

  • Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!

  • Generous family leave policy

  • Work from anywhere to facilitate your work-life balance paired with frequent, regular corporate retreats to build team cohesion, reinforce culture, and have fun.

  • Apple laptop, large second monitor, and other quality-of-life equipment. Technology is something that should make your life easier, not harder!

  Additionally, we will

  • Listen to your feedback to enhance and improve upon the long-standing challenges of an adjuster and the claims role.

  • Work toward reducing and eliminating all the administrative work from an adjuster role.

  • Foster a culture of empathy, transparency, and empowerment in a remote-first environment.

  At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!