Customer Care Manager

About Extend:

Extend is modernizing the $100 billion-per-year protection plan industry using cutting-edge technology and top-notch customer service. 

Our technology-forward omnichannel and API-first solution allows any merchant to offer protection plans, both online and in store, while also providing a merchant's end customers with a vastly improved and modern support experience that eliminates many of the issues customers face today with legacy underwriters. More recently, Extend also launched a shipping protection solution, covering consumers in the case of lost, damaged or stolen packages. This is further expanding the company’s addressable market and value creation for merchants.

We are a venture-backed startup in downtown San Francisco led by founders who have previously had multiple successful exits. Extend simplifies the technology stack for the product and shipping protection industries.

Job Summary:

The Customer Care Manager, reporting directly to the Director of Customer Care, will be responsible for overseeing our omni-channel contact center, including both internal and BPO teams (business process outsourcing). Our contact center handles all customer inquiries including: protection agreement coverages, general customer support, and claim related activities.  Additionally our Customer Care agents interact regularly with our service partners, merchant partners, part suppliers, and internal fraud and risk monitoring teams. The Customer Care Manager will ensure that both internal and external agents meet or exceed service level agreements (SLAs), quality standards, and performance targets. The manager will drive process improvements, enhance efficiency, and ensure exceptional customer service. As the primary point of contact for our BPO partners, the manager will foster strong performance management practices and relationships to ensure alignment and drive intended outcomes.

Key Responsibilities:

• Oversee internal and BPO contact center operations to ensure adherence to SLAs, KPIs and customer experience goals, consistently meeting or exceed performance standards
• Foster a positive, customer-focused culture, aligning team with the company’s customer service values and goals
• Monitor daily, weekly, and monthly performance metrics, including service levels, quality scores, customer satisfaction scores, and productivity
• Prepare and present detailed performance reports and agent scorecards including metrics, trends, and action plans
• Develop and implement individualized coaching, development, and action plans both internally and with the BPO to address performance gaps, enhance team skills, and continuously improve service delivery
• Conduct quality monitoring, audits, and feedback loops, to maintain high service standards and ensure compliance to processes
• Manage internal and BPO staffing levels to ensure adequate coverage and alignment with forecasted volumes and service targets
• Analyze data to identify trends, root causes of performance issues, and areas for improvement
• Provide insights and recommendations based on data analysis to drive best practices
• Ensure contact center agents comply with company policies, regulatory requirements, and industry best practices
• Lead initiatives for process improvements, working with cross-functional teams to implement solutions that enhance customer experience and operational efficiency

Qualifications:

• Minimum of 5 years experience in vendor management, contact center operations, BPO management, or claims management
• Experience managing remote agents
• Experience managing both voice and written channels in contact center operations
• Proven track record in managing BPO partners, including performance management
• Strong analytical skills with the ability to interpret data and make data-driven decisions
• Excellent communication and interpersonal skills
• Proficiency in data and reporting tools (e.g., Google Suite, Excel, Tableau)
• Results-oriented with a focus on achieving and exceeding targets
• Problem-solving mindset with a proactive approach to identifying and resolving issues
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing business needs
• Self driven with a strong sense of urgency, able to prioritize and manage multiple tasks efficiently in a fast paced environment

Working Conditions:

• Fully remote position
• Travel: Occasional travel to BPO sites required. Additional travel as required.

Expected Pay Range: $75,000 - $85,000 per year salaried*

* The target base salary range for this position is listed above. Individual salaries are determined based on a number of factors including, but not limited to, job-related knowledge, skills and experience.

Life at Extend:

• Working with a great team from diverse backgrounds in a collaborative and supportive environment.
• Competitive salary based on experience, with full medical and dental & vision benefits.
• Stock in an early-stage startup growing quickly.
• Very generous, flexible paid time off policy.
• 401(k) with Financial Guidance from Morgan Stanley.

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