Metromile is hiring a

Customer Experience Manager

Tempe, United States

About us

Metromile is a start-up that is disrupting the $185 Billion car insurance market by offering an entirely new model where the monthly bill is based on miles driven, paired with a smart driving app. Our product marries engineering and data science to deliver mobile technology, automotive telematics, and data-driven applications to make a car's data accessible and useful to modern drivers, including street sweeping alerts, trip stats, decoded check-engine lights, and car location. We aim to make car ownership as simple and affordable as it can be. 

You could think of us as the David to the auto insurance industry's Goliath. Buckle up and get ready to drive with Metromile!


About the Customer Experience Manager role

Reporting to the Director of Customer Experience, the Customer Experience Manager's mission will be to provide world class customer experience while implementing process improvements to make a positive difference in our organization. This is a hands-on role so you will be responsible for a wide range of duties from planning and analysis to supervision and training of the customer experience team in Tempe, AZ

 We are looking for someone highly motivated and self-directed, who will motivate and lead by example and maintain a positive attitude during crunch time. Someone who is a great communicator and analytical thinker with a desire to lead others. If you possess exceptional teamwork and the communication skills necessary to collaborate with team members in marketing, claims, engineering and sales we would love to speak with you.

You will

  • Provide the highest quality of customer support
  • Manage multiple channels of inbound requests including phone calls, email, and live chat
  • Excite users about Metromile and turn them into passionate evangelists
  • Work closely with our engineering and operations teams to solve customer issues
  • Develop and mentor customer experience staff in San Francisco
  • Provide tactical direction for customer service
  • Perform process improvement reviews
  • Review reports and recommend productivity and efficiency enhancements
  • Implement new procedures and technology
  • Develop relationships with other departments

About You

  • 2+ years of experience in a customer-driven business with proven success in time management
  • 2+ years of leadership experience is a must! 
  • Bachelor’s Degree in Business, Marketing or a related field is a must
  • Strong experience with all aspects of Call Center Operations: Infrastructure, Workflow, CRM, telephony, Capacity and Resource Planning

Compensation

  • Highly competitive salary
  • Excellent benefits package (Medical, Dental, Vision, 401k)
  • Generous PTO package
  • Monthly gym membership stipend
  • Company-sponsored team outings
  • Be surrounded by intelligent, like-minded, fun, outgoing co-workers
  • Rare opportunity to be part of a San Francisco-based start-up growing in Arizona