Job Description

Next Insurance is a fast-growing startup based in Silicon Valley that is led by a team of experienced entrepreneurs with a history of successful outcomes. Our mission is to transform insurance for small businesses by combining world-class technology and phenomenal customer service to offer better insurance at a lower price. Next has raised over $880 million from top tier investors and is the valley's latest unicorn, valued at over $4 billion.

Next Insurance is looking for explorers who are filled with curiosity, have the desire to travel the unbeaten path, and realize new heights in providing small business owners with the peace of mind to run their businesses. If you move fast, and are customer-focused and willing to challenge the status quo, Next Insurance might just be your next journey.

The Team Lead - Insurance Advisor role supports Next Insurance's vision and direction working with our customers and prospects. They build a positive customer-focused culture, supporting high-achieving Agents in taking care of our customers, prospects, and each other. They are responsible for the daily running of the Center of Excellence (COE), exceeding our customer and Agent expectations. The Team Lead works with the Operations Manager in building an industry-changing view of Customer Service in the SMB Insurance space. 

WHAT YOU'LL DO

• Manage an assigned team of Insurance Advisors and collaborate with other Team Leads to achieve COE results
• Create and maintain a culture of teamwork and support, building up members and removing obstacles to promote Agent focus on customers
• Lead individual and team meetings regarding team goals/performance, training, product updates and overall company direction
• Develop tactics and track agent development through Individual Development Plans and performance management
• Monitor in real-time phone, chat, Slack, and ticket queues, adjusting for goals as needed
• Provide quality customer service, including interacting with customers, answering customer inquiries and effectively handling customer escalations
• Act as liaison and provide valuable insights between Operations and other company areas such as Marketing, Engineering, People Team and Project Managers

WHAT YOU NEED

• Bachelor's degree 
• 1+ years of experience managing a team, ideally contact center agents
• Skilled motivator and relationship builder with strong communication skills
• Results driven innovator
• Demonstrated team player with a servant heart mentality
• Strong customer focus and service skills

One of our core values is 'Play as a Team'; this means making sure everyone has an equal chance to participate and make a difference. We win by playing together. Next Insurance is an equal opportunity employer and prioritizes building a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. Next's policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.