Support Manager

at  Root Platform

Root is a fast-growing tech startup and we’re on a mission to build the future of insurance.
Your mission is to ensure that our clients receive outstanding support and that, at a minimum, we are delivering against Root’s agreed service levels.
To achieve your mission you will oversee the client support team’s day-to-day functions, drive 1st line client experience and manage your team’s output.
In this role, you are the primary routing point for all inbound queries and requests, resolving them yourself or within the support team, alternatively relaying them to the relevant teams in the company and tracking their accurate and speedy resolution. You will work closely with the Client Success Managers, Professional Services, Product and Engineering teams to ensure the highest level of client satisfaction.
Your contribution extends to ensuring that we’re building strong relationships with our clients, that they win on Root and stay evangelists.

USER EXPERIENCE

• Client tickets are supported and delivered against key Support indicators: CSAT, Response, Restore SLA’s
• Manage incidents: be the client facing contact person and communications port to clients in the event of incidents.
• Drive the follow-up and feedback life-cycle on open client issues that have been escalated to other Root departments
• Build effective client relationships alongside client success and product teams.
• All our support channels (e.g. email and Slack) are well managed and responsive.
• based on careful thought and analysis (e.g. by testing different scenarios or use cases).
• Drive the process to build out the Root Knowledge Base and facilitate more self service opportunities for clients.
• Regular product and feature training to clients.

WHO WE ARE:

Our mission is to enable innovation in insurance by building the infrastructure required to reach the future of insurance. We are striving to be the global API standard for insurance.