Manager - Customer Success
Open, Australia
Job Description
At Open, we’re on a mission to create the fastest insurance, at the best price, for the world. So we asked ourselves: How could we make it easier for people to get the cover they need easily and at a great price?
Our answer: digital, AI-powered insurance that shows up when and where it’s most useful for everyday customers. We power the insurance solution for some of Australia and New Zealand’s largest and fastest growing brands including Telstra, Plenti, ahm, loans.com.au, Polestar and Bupa.
Open is backed by investors AirTree Ventures, Movac, and Hollard Insurance and we’ve raised over $53m to date. Since 2018, we’ve achieved a 628% growth rate and have won awards from FinTech Australia, the Global InsurTech 100, Mozo.com.au, Pause Fest, SmartCompany’s Smart50 (5th) and the AFR Fast 100, who recognised us as Australia’s 7th fastest growing company.
But the best is yet to come: we plan on doubling growth in 2022 while expanding to the UK. We also believe in using business as a force for good Open is proudly a certified B Corporation and as a partner of 1% for the Planet, we donate at least 1% of our revenue every year to charity.
We are looking for a Team Manager, Insurance Support to provide leadership to our frontline Customer Service Teams including sales, support and retention. We are looking for great people leaders who understand customer contact centres and are able to help our talented frontline teams deliver a no-excuses attitude to our customers. You will be a coach and always looking at ways to support a high-performance culture whilst being able to maximise value for customers and underwriters. You will be an experienced frontline leader within a Fintech or Insurer.
As a leader at Open, you will champion and embody our core business values, while ensuring these values are embedded within your team and at the forefront of your decision making.
- Always open - We value diversity, and harness the power of transparency and honesty, to build the strongest team that creates the most simple and effective solutions for our customers, our partners and our people.
- No excuses - There’s no excuse for poor experiences for our customers, partners or our people. It means we embrace continuous improvement and ignore traditional insurance dogma that excuses complex products and slow processes.
- Be a force for good - Everyone at Open plays a role in creating a positive impact for people and planet. When we make decisions, we actively consider the impact to all stakeholders: customers, partners, team members, our communities, the environment, and shareholders.
- Play to win - We solve some of the insurance industry’s greatest and most challenging problems. Individually, we think critically and drive results; together, we collaborate so we can win as a team. And we don’t forget to have fun along the way.
What you’ll do:
- Develop and coach your team to deliver a world leading customer experience
- Monitor performance metrics to look for opportunities to deliver a high-performing culture
- Monitor workforce planning, workloads and adherence to schedules to meet customers' demand
- Take ownership of the recruitment of talented individuals to the insurance support teams
- Support our customers through escalations and look for ways to solve problems
- Collaborate internally with key stakeholders including operations, engineering, analytics, revenue and legal to look for improvement opportunities
- Contribute to building a world-class customer support team that supports our growth
- Be able to work with our partners and their customers in maximising the experience with every interaction
Requirements
What you’ll bring:
- Financial Service or Scale Up Tech company leadership experience
- Expertise in developing a high-performance culture
- Strategic thinking in maximising service outcomes within a tech led contact centre environment
- A ‘no excuses’ attitude looking at ways to solve complex problems
- A high performer who can add high value and drive impact through a fast paced environment
- Excellent communication, coaching and influencing skills are a must, across all levels including senior management
- Ability to develop processes and use a continuous improvement mindset to keep them relevant
Role location:
With teams across Australia, New Zealand and the UK, we’ve always enjoyed flexible working. We believe in hybrid work with a good mix of productive in-person collaboration and connectivitytypically 1-3 days in an office as well as the flexibility to work anywhere, anytime. Right now, we’re investing into our workspaces a