Performance Lead, Customer Experience

6+ years of experience in a customer service role.

Strong understanding of life insurance customer issues, operational processes, and relevant regulations.

Proficient with Customer Relationship Management (CRM) systems.

Leadership: Ability to guide a team by leading department initiatives, making decisions, and managing performance.

Customer-Centric: A strong focus on customer needs, with a deep understanding of our products and services.

At Bestow, we’re proud to be awarded for our team members, innovative products, and culture. Our standard benefits include:

Competitive salary and equity based on role

Policies and managers that support work/life balance, like our flexible paid time off and parental leave programs

100% paid-premium option for medical, dental, and vision insurance

Lifestyle stipend to support your physical, emotional, and financial wellbeing

Flexible work-from-home policy and open to remote

Provide expert advice and guidance to Customer Care Advisors on customer inquiries across all channels.

Resolve complex customer and agent issues, including managing escalations.

Lead, mentor, and coach a team of Customer Care Advisors, fostering a positive team culture.

Identify and implement process improvements to enhance performance and efficiency and the overall customer experience.

Conduct quality assurance reviews, provide feedback, and generate reports.

Build and maintain relationships with vendors and enterprise partners.

The Performance Lead, Customer Experience is an advanced-level position responsible for leading and mentoring a team of Customer Care Advisors (CCAs). This role provides expert guidance on complex customer and agent inquiries and drives overall performance and efficiency through coaching and process improvement. The ideal candidate will be a customer-obsessed, empathetic team player with a passion for cultivating talent and empowering their team to deliver a world-class customer experience.

This role reports directly to the Customer Experience Manager, Performance & Efficiency and is open to hybrid in our Dallas office or Remote (US). #LIREMOTE

Life insurance is one of the world's most important products. It's also one of the hardest to build, distribute, and modernize. Bestow exists to change that.

Bestow is a leading vertical technology platform serving some of the largest and most innovative life insurers. Our platform unifies the fragmented, legacy value chain, enabling carriers to launch products in weeks instead of years. Carriers choose us to scale and operate at unprecedented speed, powered by AI and automation.

Bestow isn't selling policies. We're building the infrastructure that helps an entire industry move faster, reach more people, and deliver on its promise.

Backed by leading investors (Goldman Sachs, Hedosophia, NEA, Valar, 8VC) and trusted by major carriers, Bestow is powered by a team that moves with precision, purpose, and heart. If you want to help reimagine a centuries-old industry with lasting impact, join us.

Bestow offers flexible remote/hybrid work, meaningful benefits, equity, and substantial growth opportunities.

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