Director of Customer Service at Trellis

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Full Time

Start Date

Immediate

Expiry Date

14 Jan, 26

Salary

150000.0

Posted On

16 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Leadership, Operations Management, Process Optimization, Customer Satisfaction, Retention Strategies, Data Analysis, Communication Skills, Performance Management, Training Development, Cross-Functional Collaboration, Strategic Alignment, Contact Center Operations, Capacity Planning, SLA Management, Coaching, Performance Culture

Industry

Software Development

Description

Trellis is a profitable, fast-growing Series A startup backed by General Catalyst, QED, NYCA, and Amex Ventures. We’re reimagining how people shop for home and auto insurance, using smart technology to make something historically painful feel refreshingly easy. Every day, we help people save time, money, and unnecessary headaches. Behind the scenes, our fully remote team moves fast, owns their craft, and builds products that genuinely make life better. Led by a three-time fintech founder with a proven track record of going big, we’re building something special, and we’re just getting started. If you’re hungry to make an impact and love solving complex problems with a scrappy crew, you’ll love it here. About the Role We’re looking for a Director of Customer Service to design and scale the service operation that powers customer experience and retention for our growing personal lines insurance agency. Reporting to the Head of Consumer Operations, this role requires a hands-on operator and strategic builder — someone who can set and execute the service vision, coach leaders to scale high-performing teams, and deliver rapid, measurable improvements while maintaining a deep focus on quality, performance, and the agency retention curve. We believe in paying competitively for great work. As a remote team, we set our salaries at the 75th percentile of national market data in our industry. You can count on your pay being in line with (or above) the market. For this role, the on-target earnings range (OTE) is $130,000-$150,000. We review compensation twice a year to make sure we’re staying competitive and rewarding our team’s contributions. What You’ll Own The Service Department: lead the people, process, and performance across a growing team of service agents and managers Infrastructure and workflows: architect the playbook - processes, procedures, systems, comp plans, and feedback loops - that streamline service operations, reduce errors, and improve the customer experience Retention strategy and execution: own 90-day and lifetime retention KPIs, drive cross-sell and up-sell initiatives, and reduce churn through proactive outreach and data-driven insights Performance culture: establish rigorous scorecards, 1:1 cadences, and manager/ agent development plans that drive accountability and continuous improvement Training and development: partner with Training and Service Managers to develop new hire training and ongoing coaching programs to ensure efficient ramp and reflect real-time service performance trends Cross-functional collaboration: partner with Sales Leadership and Ops to to integrate data, systems, and processes that elevate service quality, create smooth handoffs between teams, and eliminate manual or repetitive tasks Strategic alignment: Shape the strategic direction of the Service department to align with business goals, drive sustainable growth, maximize profitability, and elevate the customer experience What You Bring to the Table 5+ years in Service or Operations leadership, including 3+ years managing managers Demonstrated success designing and optimizing processes, systems, and programs that improve efficiency, customer satisfaction, and retention Deep understanding of contact center operations (capacity planning, SLAs, WFM, QA, coaching, and performance management) Proven ability to collect and analyze data and translate insights into real world results Strong communication, facilitation, and documentation skills - adept at engaging and aligning stakeholders across all levels of the organization. Comfortable working in fast-paced, continuously evolving, high-growth startup environments Nice-to-haves Background in insurance or regulated industry with measurable retention or renewal goals Previous work history in start-ups or rapidly growing organizations in the insurtech space Experience managing or influencing contact-center tooling and vendor decisions We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Note: all employees must complete a background check prior to starting employment with Trellis or its subsidiaries. Why Trellis? Because life’s too short for boring jobs. We’re a team of builders, dreamers, and doers reshaping an industry that touches every household in America. At Trellis, you’ll have real ownership, meaningful impact, and the chance to grow alongside a company that’s scaling fast. Here’s what makes Trellis an incredible place to build your career: ✨ A flat, transparent culture where your voice actually matters 🚀 Ground-floor opportunity with room to stretch and grow 💰 Compensation at the 75th+ percentile 🏡 100% remote... work from wherever you do your best thinking (In the US or Canada, that is) 🎉 Quarterly team events that keep our fully remote culture connected and fun And yes, the perks are pretty great too: 🌴 Flexible vacation (seriously, we want you to take it) 🩺 100% employer-paid health insurance for employees (65% for dependents) 💻 Home office budget to set up your perfect workspace 🧘🏼‍♂️ Wellness events throughout the year, because we believe in investing in the full human, not just the employee 💸 Automatic 401(k) contribution, FSAs, bonuses, and equity opportunities to invest in your future 🐣 Paid parental leave 👉 If you’re looking for a place where you can do the best work of your career, while building something that actually matters, we’d love to meet you.

Responsibilities

Lead the service department, focusing on people, processes, and performance. Design and implement strategies to improve customer experience and retention.