CURRENT ROOT EMPLOYEES - Please apply using the career page in Workday. This career site is for external applicants only.

The Opportunity

We are seeking a Customer Experience Supervisor. At Root, the customer is at the heart of all we do. Our customer experience team is the gateway to our customers and directly shapes both our customer experience and the product we are building.

Root is a “work where it works best” company. This means we will support you working in whatever location that works best for you across the US.

Salary Range: $64,800

Start Dates: 4/21 and 5/26

How You Will Make an Impact

• Coach and mentor a team of 10-12 Sr. Customer Experience Representatives (Sr. CER), ensuring quality and consistency within defined metrics and KPIs

• Provide in the moment coaching and feedback to Sr. CERs, as well as ongoing performance evaluations

• Initiate hiring, promotion, transfer and disciplinary actions

• Support Sr. CER onboarding and post training for technical development

• Communicate performance and data trends to Customer Experience Manager

• Provide recommendations to improve internal tools, product/app, marketing and overall customer experience

• Handles special projects with limited oversight

• Complete and calibrate on quality audits

• Provide phone and escalation support for Sr. CER

• Licensed Agent with ability to make decisions and handle transactions that financially impacts customers

• Leverage internal tools to research and resolve customer requests thoroughly and accurately

• Meet and exceed monthly goals and metrics assigned by business unit

• Foster, promote and maintain a culture dedicated to servant leadership

What You Will Need to Succeed

• 1-2 years of customer service experience, insurance background preferred

• Personal Lines License (or willingness to obtain within 90 days of employment)

• Willingness to learn and ability to gain deep knowledge of the insurance product and smartphone app

• Excellent written/verbal communication and problem-solving skills

• Ability to be timely, patient, and attentive to customer needs and requests

• Detail oriented with affinity for multi-tasking

• Basic knowledge of G Suite (Google Mail, Sheets,Docs),

Don’t meet every single requirement?

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Root, Inc., we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway!

Join us

At Root, we judge people based on the merit of their work, not who they are. If you are passionate about what this role entails and solving real problems, we encourage you to apply. We want to learn about you and what you can add to our team.

Who we are

We’re harnessing the power of technology to revolutionize insurance. Using machine learning and mobile telematic platforms, we’ve built one of the most innovative FinTech companies in the world. And we’re just getting started.

What draws people to Root

Our success is in large part due to our unwavering standards in hiring. We recognize that our products are only as good as the people building and promoting them. We want individuals who find solutions by going through the cycle of ideation to implementation with curiosity, rigor, and an analytical lens. Ask anyone who works here and you’ll hear similar reasons for why they joined:

Autonomy—for assertive self-starters, the opportunities to contribute are limitless.

Impact—by challenging the way it’s always been done, we solve problems that have a big impact on our business.

Collaboration—we encourage rich discussion and civil debate at every turn.

People—we are inspired by the collection of crazy-smart people around us.