Performance Lead, Customer Experience (Fintech)

TL;DR

Performance Lead, Customer Experience (Fintech): Leading and mentoring a team of Customer Care Advisors to ensure a world-class customer experience with an accent on performance efficiency and process improvement. Focus on managing complex escalations, coaching talent, and optimizing operational workflows within a highly regulated life insurance environment.

Location: Remote (US) or Hybrid in Dallas, TX

Salary: $60,000 – $70,000

Company

A vertical technology platform that modernizes the life insurance industry using AI and automation to help carriers launch products faster.

What you will do

• Lead, mentor, and coach a team of Customer Care Advisors to foster a positive culture.
• Resolve complex customer and agent issues and manage high-level escalations.
• Identify and implement process improvements to enhance performance and overall customer experience.
• Conduct quality assurance reviews, generate reports, and provide feedback.
• Build and maintain relationships with vendors and enterprise partners.
• Analyze team performance trends and support performance management reviews.

Requirements

• 6+ years of experience in a customer service role.
• Valid life insurance license is required.
• Strong understanding of life insurance operational processes and regulations.
• Proficiency with CRM systems.
• Ability to guide a team, make decisions, and manage performance.
• Must be eligible to work in the US (E-Verify used).

Culture & Benefits

• Competitive salary and equity grants.
• 100% paid-premium option for medical, dental, and vision insurance.
• Flexible paid time off and parental leave programs.
• Lifestyle stipend for physical, emotional, and financial wellbeing.
• Flexible work-from-home policy with a state-of-the-art office in Dallas.
• Employee-led diversity, equity, and inclusion initiatives.