Claims Supervisor

About Ernesta:

Ernesta is on a mission to bring gorgeous, design-focused custom rugs to homes and places of gathering through an enjoyable, frictionless, and affordable experience. At the same price as a store-bought standard-sized rug, a custom-cut rug from Ernesta will not only be a better fit, but also a better buying experience.  We believe that high-quality custom design shouldn't be out of reach for consumers and aim to address this need in the multi-billion dollar global rug industry.

Driven by our collective mission, our team is hungry, hardworking, and highly ambitious. We’re problem solvers, innovators, design enthusiasts, and executors. We are relentlessly focused on creating and delivering beautiful and delightfully simple solutions and experiences for our customers. Together, we are excited and humbled by the opportunity to expand the market for custom rugs and allow more people to live in elevated design settings.  Put simply, we believe more soft surfaces mean happier homes.

About The Role:

As a Claims Supervisor, you will work with the Ernesta Operations team to streamline and manage claims.  You will leverage your problem-solving skills and attention to detail to handle a diverse range of tasks, ensuring timely and accurate resolution for our customers.  You will work cross-functionally with Customer Experience, Operations, Fabrication, and Merchandising to track claims trends, manage returns and replacements, and ensure partner accountability.  You will bring a curious mindset and an eagerness to learn as you work with a range of stakeholders internally and externally.  

What You'll Do:

• Process and manage the end-to-end claims process, including intake, verification, approval and resolution across multiple claim types (warranty, shipping, vendor, etc.).
• Manage claim escalations with a customer-first mindset, collaborating cross-functionally with Customer Experience (CX), Fabrication, and Merchandising to determine optimal solutions.
• Coordinate with fabrication partners, shipping carriers, and vendors to ensure prompt investigation and resolution of claims.
• Accurately track and maintain claim records, including reimbursements, in Ernesta’s internal databases and systems, ensuring data integrity and traceability.
• Analyze claims data to identify recurring issues, root causes, and opportunities for process or product improvements.
• Lead quarterly claims reviews with both internal stakeholders and external partners to monitor performance and address trends.
• Train and mentor team members on claims policies, tools, and procedures, reinforcing best practices and quality standards.
• Proactively identify and implement enhancements to the claims process to drive efficiency, reduce cost, and improve the customer experience.
• Supervise a growing team of Claims Coordinators, providing guidance, support, and performance feedback.
• Perform other duties as needed in support of Ernesta Operations.

Key Qualifications Include:

• Prior experience in warranty/claims processing including: processing, verification and resolution preferred
• Prior experience customer service is a plus
• Prior experience working with vendors or suppliers
• Familiarity with with Google Sheets and Google Docs
• Familiarity with databases is a plus
• Familiarity with Shopify or another OMS
• Attention to detail
• Ability to prioritize and manage time efficiently
• Ability to be an effective team member and navigate ambiguous situations
• Ability to communicate effectively

Ernesta is committed to inclusion. We are an equal opportunity employer and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

The anticipated base pay for this role is $90,000 - $110,000 per year. The actual base pay is dependent upon many factors, such as: experience, education, and skills.