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Customer Support Coordinator

Austin, TX

Title: Customer Support Coordinator

Location: Austin, TX (Downtown)

Reporting to: Customer Support Manager

Start Date: Monday, January 27, 2025

About Hippo:

Our mission is to deliver intuitive and proactive protection for homeowners, combining the power of technology with a human touch.

Hippo built the world’s first home protection platform. We believe that insurance should protect your home and the things you treasure with policies designed for modern lives and proactive protection that helps you care for your home. Our aim is to help you avoid issues before they become costly problems because the best claims experience is the one you don’t have. Simply put, Hippo exists to protect the joy of homeownership.

About This Role:

Hippo is looking a Customer Support Coordinator to join our exciting team on Monday, January 27, 2025. We’re seeking compassionate support professionals who are willing to think outside the box and add a whole new approach to taking care of our valued customers. This position will work hand-in-hand with our Sales and Underwriting teams to create an amazing customer experience.

We believe in nurturing talent organically and providing our team members with the tools they need to succeed and grow. As a Customer Support Coordinator, you'll start your journey with a robust training program in customer service excellence and insurance fundamentals. We will also INVEST in you by helping you attain your Property & Casualty insurance license in multiple states which can lead to a lot more opportunities throughout the company in various areas. We are committed to the professional development of our employees and offer clear pathways for career advancement.

This is what you can expect from training:

  • 4 week Training Program
    • The first 2 weeks of training focus on insurance fundamentals to prepare you for the P&C licensing exam
    • The second 2 weeks will focus on Hippo processes, systems, etc.
  • New hires must pass the licensing exam during training. You will have two opportunities to pass the exam
  • Professional Development
  • Training will be conducted Monday - Friday from 8am-5pm CST

Work environment and Work from Home environment requirements:

  • Hybrid - Must work from Hippo office in downtown Austin for 4 days per week.
  • Schedule - Must be open to working:
    • Monday through Friday between 10am - 7pm with one day off during the week to be determined by manager
    • Saturday 9am-6pm
    • NOTE: Exact schedule to be determined by management prior to start date. Schedule is subject to change.
  • Must have designated workspace free from noise and other distractions.
  • High-speed internet

About You:

  • You love helping and advocating for people
  • You pride yourself in your ability to provide white-glove service to your customers
  • You are a problem solver and proactive in finding solutions
  • Highly collaborative and enjoy working with others
  • You like owning the customer experience from beginning to end

What You’ll Do:

  • Provide an unparalleled customer support experience via phone, chat, and email
  • You’ll spend your day dedicated to exceeding the expectations and requirements of our customers
  • Process customer service requests quickly and thoroughly
  • Treat our customers with the Platinum Rule, “Treat others how they want to be treated”
  • Collaborate with our customers on topics such as billing, contact information, payment request and policy level adjustments

Must Haves:

  • 2+ years of experience in a customer-facing role or in a call center environment
  • Prior experience in insurance is desired but not required, training is provided
  • Proficient in productivity software (Outlook, Word, Zoom), experience with Salesforce a plus
  • Excellent oral and written communication skills
  • Property and Casualty (P&C) license is highly preferred but not required
  • Flexible and willing to do what is needed to get great work done
  • A natural inclination to work within a culture that is fast-paced and dynamic

Benefits and Perks:

Hippo treats its team members with the same level of dedication and care as we do our customers, which is why we’re fortunate to provide all of our Hippos with:

  • Compensation - Hippo offers a non-negotiable competitive hourly rate of $21.60/hr along with the benefits below
  • Healthy Hippos Benefits – Multiple medical plans to choose from and 100% employer covered dental & vision plans for our team members and their families. We also offer a 401(k) retirement plan, short & long-term disability, employer-paid life insurance, Flexible Spending Accounts (FSA) for health and dependent care, and an Employee Assistance Program (EAP)
  • Equity - This position is eligible for equity compensation 
  • Training and Career Growth – Training and internal career growth opportunities
  • Little Hippos Program - We offer 12 weeks of parental leave for primary and secondary caregivers

Hippo is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion.

Hippo’s applicants are considered solely based on their qualifications, without regard to an applicant’s disability or need for accommodation. Any Hippo applicant who requires reasonable accommodations during the application process should contact the Hippo’s People Team to make the need for an accommodation known.

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