Customer Experience Associate

Ladder; Minnesota; Remote; USD 31,000 - 38,000; Full time

Benefits offered by this job

Equity

Stock options

401k match

Job summary

Ladder is hiring a remote Customer Experience Associate to be an ambassador for Ladder and our customers. You will provide empathetic support while representing customers to internal teams, delivering high-quality experiences and guiding them through life insurance applications.

The role emphasizes omnichannel support (email/phone), collaboration with underwriting, and ongoing efforts to improve the customer journey.

Qualifications

• 2+ years in a customer-facing role
• Experience providing support via email and/or phone
• Strong emotional intelligence and passion for customer experience
• Proven ability to own issues from start to finish and solve problems

Responsibilities

• Deliver high-quality customer experiences educating consumers on Ladder and life insurance
• Provide omnichannel service (email and phone) to customers
• Represent customers to internal stakeholders
• Collaborate with Underwriting and partners to assist with application requirements
• Proactively seek actions to improve customer impact

Skills

Customer service

Empathy

Communication

Problem solving

Job description

Customer Experience Associate (2 years experience) Please note, this position is remote and will be hired in one of the states where Ladder is actively recruiting: We saw a problem within the life insurance industry: getting covered took too long, involved too much paperwork, and required too many in-person meetings with sales agents. We developed a method of real-time underwriting leveraging AI and, in doing so, reduced the months-long process of applying for life insurance to minutes. Our digital experience is quick (instant decisions!), loved by users (check out our Trustpilot or Google reviews) and prolific ($74 billion+ in coverage provided).

The Ladder Customer Experience Team is hiring a Customer Experience Associate to be an ambassador for Ladder and our customers. You wlll be responsible for providing empathetic support to Ladder customers while actively representing them to internal stakeholders.

Please note, Ladder is not currently sponsoring or transferring OPT or H1-B visas.

• Consistently deliver high-quality customer experiences that educate consumers on life insurance and Ladder
• Provide omnichannel service (currently, email and phone) to Ladder customers by responding to incoming inquiries in a timely and accurate manner
• Serve as the voice of the customer and collaborate with internal stakeholders to help improve the customers' journey
• Collaborate with Underwriting and other business partners to assist Ladder customers in fulfilling application requirements
• Proactively seek and take action on responsibilities to improve the impact of Customer Experience

• 2+ years in a customer-facing role, preferably in a technical industry
• Experience providing excellent support via email and/or phone based on an assigned shift schedule
• Deep emotional intelligence and passion about delivering an exceptional customer experience
• Proven ability to own customer issues from start to finish and solve problems while deeply understanding the customers’ needs.

• Excellent medical, dental, and vision coverage | We offer competitive healthcare, dental and vision plans for you and your family.
• Flexible paid time off | Take the time that you need to rest and recharge, including our week-long winter holiday closure.
• Stock options | We offer competitive stock option packages to participate in the success of building Ladder.
• A rewarding 401k match program | We'll match up to 4% of your contributions as you save for your retirement goals.
• Paid parental leave |We think it's crucial that new parents have time to adjust to their new lives without worrying about work, so we provide all parents inclusive of birthing, adoption, or fostering ten weeks of paid baby bonding.
• Work-from-home flexibility and support | We recognize that everyone's homelife is different and support remote work. Upon joining, we provide a one-time remote office stipend for all team members and then a monthly stipend to cover WFH costs such as the internet.
• That's why we plan fun virtual events to let loose and laugh.

Base pay for this role is between $22.31 - 27.84 per hour and determined by the location where the work will be performed. In addition to the base pay range listed above, this role is also eligible for equity and benefits as shared above.

Ladder is building a diverse team of talented and enthusiastic people. At Ladder, differences are celebrated and supported to benefit our people, product, and community.