P&C Customer Service Manager

What we're building and why we're building it
Trellis is an insurtech start-up. Our mission is to build industry-leading solutions that make insurance easy for everyone, from consumers to partners to insurers. Our embedded insurance solutions bring the market's leading insurance brands into the apps and ecosystems consumers already use to help them find, compare, and purchase personal insurance, harnessing the power of their personal data.
We're fast-growing! Our partners include 4 of the top 5 digital banks and 7 of the top 50 personal finance apps in both app stores, including Rocket Money (formerly Truebill), Albert, and Acorns. We have backing from multiple top venture capital investors, including QED (Credit Karma, SoFi), General Catalyst (Airbnb, Stripe), Nyca (Acorns, Revolut), as well as Amex Ventures.
We're fully remote. We believe it allows us to find the best talent wherever it is, provide our team with maximum flexibility, and stand out to candidates.
Trellis is led by third-time fintech entrepreneur, Daniel Demetri, who has previously founded multiple fintech and insurtech startups that now operate as publicly-traded companies.
Our Values

1. Extreme Ownership - We fulfill our promises to each other and to our customers. We own our responsibilities 110%.
2. Speed - We work quickly and pragmatically. We move fast and get things done.
3. Craft - We are constantly learning and bettering ourselves and the way we work.
4. Collaboration - We work transparently, solicit feedback, and leave our egos at the door.
5. Positivity - We see a cup half-full, focus on the team's potential, and rise to challenges..

This role:
The Customer Service Manager will provide comprehensive support to the agency with a focus on the satisfaction and retention of the agency's policyholders. The Customer Service Manager is responsible for leading all day-to-day activities of their department in a remote call center and building a team of high performing service agents.
Success in this role will be driven by implementing policies and workflows, developing reports and tracking performance towards rigorous goals, and improving individual agent performance through regular coaching and training. This role will serve as one of the experts on agency decisions and develop their team to use best-in-class practices.
What you'll do:

• Serve as an agency expert on P&C, ensuring that decisions are of high quality.
• Proactively seek ways to improve internal processes and results program-wide, from agency churn to annual retention.
• Review and action on reports that portray lead flow, call volume, and service results; analyze data to evaluate performance and inform and execute on operational changes.
• Regularly coach and mentor a growing team of agents to achieve quotas, while fostering a culture of accountability and results.
• Own the day-to-day management of inquiry volume, agent schedule and adherence, while proactively adjusting and flexing to support demand.
• Liaison between policyholders, producers, and insurance carriers on a regular basis.

About you:

• You have 3-5 years of experience in a similar role.
• You're an insurance expert with the ability to guide and evaluate P&C decisions.
• You're a creative problem-solver who's excited to set strategic direction and dive in wherever necessary to achieve goals.
• You have a strong analytical mindset with the ability to independently identify data requirements, analyze data, and review reports.
• You're highly performance-oriented and able to motivate others in a proactive, positive, and firm manner.
• You have a strong sense of empathy for agents and customers.

Bonus points:

• Experience with early-stage or high-growth tech startups

Trellis is a fantastic place to work

• Join a talented, passionate team that we call friends, mentors, and colleagues
• Flat,collaborative, transparent culture; get in at the ground floor and be a true business partner
• Opportunities for growth and development within your role and all areas of the organization
• 75th-percentile (competitive!) compensation
• 100% remote work environment
• Quarterly, fun team bonding events

Trellis additionally offers competitive benefits:

• Unlimited vacation time
• 100% employer-paid insurance for employee, 60% for dependents
• 401(k) retirement savings plan
• Bonuses and equity opportunities
• Budget for home office equipment