• Own end-to-end customer support performance, including service quality, efficiency, and cost to serve • Champion smart automation and self-service to scale a high-quality customer experience as the business grows, balancing speed, personalization, and operational efficiency • Prepare and present regular performance insights and recommendations to leadership • Lead, engage, and build culture within a fully remote customer support team across time zones • Lead, coach, and develop a high-performing customer service team • Oversee daily operations, ensuring timely, accurate, and empathetic resolution of customer inquiries and issues • Define and track KPIs such as response times, resolution rates, CSAT, and NPS to measure and improve team performance • Partner with Product, Insurance Operations, and Technology teams to escalate and resolve complex customer issues and feedback • Implement scalable processes, policies, and tools that support operational efficiency and a seamless customer experience • Develop training programs and resources to ensure team members have the knowledge and skills to support customers effectively • Create and maintain customer service documentation, FAQs, and knowledge base content • Serve as a customer advocate, bringing insights from customer interactions to inform product and process improvements • Stay current on industry best practices and emerging technologies to continuously enhance service delivery