Location: Austin,TX, USA
**Team Lead, Customer Support**
at Hippo Insurance Austin, TX **Location:** Austin, TX
**Job Title:** : Team Lead, Customer Support
**Reporting to:** Customer Support ManagerHippo is a high-growth technology-first company that is challenging the insurance industry. Our approach is to modernize home insurance offerings thanks to our own insurance software, from incorporating smart home monitoring to offering a one-of-a-kind online experience that drastically simplifies the application process. Led by a strong team of passionate business and technology veterans, we're rapidly expanding by inviting great engineers to join our talented team. * Strong communicator able to collaborate across all functional areas of the business
* You possess transferable skills to develop team members to ensure positive customer experiences
* You influence laterally through process improvement, change in business practices and innovation
* You have experience with managing competing priorities and maintaining strong time management and organizational skills to lead
* You are detail oriented, flexible and have the ability to interact with and influence a diverse set of internal and external customers
* You have the ability to de-escalate calls and provide resolution
* You possess great organizational and multitasking skills
* Works directly with Customer Support Representatives to coach and drive daily activities to increase and improve customer satisfaction.
* Create and execute training for new team members and new projects for the team.
* Report on the status of the team through a structured coaching cadence with an emphasis on customer service to leadership.
* Point person on the team for day-to-day problem solving, including escalations, and acting as a liaison between the frontline support staff and leadership to drive continuous improvements
* Prepare reports and analyze team results to improve performance and maximize efficiency
* Solicit feedback from other departments to ensure streamlined workflows and processes.
* Give timely, helpful/constructive feedback to peers and managers.
* Communicate effectively gaining clarification on tasks up front to minimize the need for rework
* Ability to actively listen to concerns, critically think, and empathetically problem solve by providing a customer options on our product and services.
* Minimum of 2 years of extraordinary customer service and communication skills.
* Home insurance policy knowledge is a must.
* P&C license required.
**Benefits and Perks** **Healthy Hippos Benefits** - 100% Employer paid medical, dental & vision plan options for our team members AND their families (yes, you read that correctly). As well as 401(k), long & short-term disability, employer-paid life insurance, flexible spending accounts for health and dependent care, and an Employee Assistance Program (EAP) **Little Hippos Program** - We offer 12 weeks of parental leave for primary and secondary caregivers
**About Hippo:**
Hippo is solving complex engineering, data, regulatory and operational problems that have immediate impact on this antiquated industry. We're on a strong growth trajectory, extending a suite of products with a strong product-market fit, as well as building MVPs of new offerings.
**About You:**
**What Youll do:**
**Must Haves:**
Hippo treats its team members with the same level of dedication and care as we do our customers, which is why were fortunate to provide all of our Hippos with:
* **Training and Career Growth** - Paid training opportunities and countless internal career growth opportunities
* **Award-Winning Culture** - Recognized by BuiltIn and Inc. Magazine as a top place to work - we value integrity, inclusiveness, empathy, and being proactive and dedicated
* **Flexible Time Off** - You know when and how you should recharge
* **Hippo Habitat** - Downtown Austin, a 5-minute walk from the train station. Fully stocked kitchen and weekly catered lunches.
*Hippo is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion.*
*Hippos applicants are considered solely based on their qualifications, without regard to an applicants disability or need for accommodation. Any Hippo applicant who requires reasonable accommodations during the application process should contact the Hippos People Team to make the need for an accommodation known.*
*All Hippo employees who are required to report to a Hippo office or voluntarily enter a Hippo office must be fully vaccinated against COVID-19, unless a reasonable accommodation is approved. Employees in Office Based and Hybrid roles are required to report to a Hippo office. Fully vaccinated is defined as 2 weeks after receiving the second dose of a 2 dose vaccine and two weeks after receiving a single dose vaccine. Please acknowledge you have read and understand this requirement.*
**Voluntary Self-Identification**
For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
As set forth in Hippo Insurances Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
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A disabled veteran is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A recently separated veteran means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An active duty wartime or campaign badge veteran means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
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**Voluntary Self-Identification of Disability**
We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.
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