Customer Experience Associate

Ladder; United States; Remote; USD 31,000 - 38,000; Full time

Benefits offered by this job

Medical, dental, vision

Flexible paid time off

Stock options

401k match

Wellness stipend

Paid parental leave

Remote work stipend

Virtual events

Job summary

Ladder is seeking a Customer Experience Associate for a remote position in the United States. You will be an ambassador for Ladder, delivering empathetic support to customers via email and phone while representing customer needs to internal teams.

As part of a startup-minded environment, you will own issues from start to finish, partner with underwriting and other teams, and help improve the customer journey. Availability is 8:00 am–5:00 pm in Central or Mountain time zones.

Qualifications

• 2+ years in a customer-facing role
• Experience providing support via email and/or phone
• Startup mentality and adaptability
• Deep emotional intelligence and passion for customer experience
• Proven ability to own customer issues from start to finish
• Willingness to accept feedback and improve
• Excellent communication and teamwork skills

Responsibilities

• Consistently deliver high-quality customer experiences educating customers on life insurance and Ladder
• Provide omnichannel service (email and phone) responding to inquiries timely and accurately
• Serve as voice of the customer and collaborate with internal stakeholders to improve the journey
• Collaborate with Underwriting and partners to assist customers in fulfilling application requirements
• Proactively seek and take action to improve the impact of Customer Experience

Skills

Customer service

Communication

Empathy

Problem solving

Teamwork

Adaptability

Emotional intelligence

Time management

Job description

Please note, this position is remote and will be hired in one of the states where Ladder is actively recruiting: Colorado, Iowa, Kansas, Minnesota, Texas, and Wisconsin.

About Ladder

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. Having lost his father at a young age, our CEO, Jamie, was determined to make it easier for people to get the coverage they needed to provide for their families. So, we got to work. 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).

About the Role

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. The hours required for this role are from 8:00 am to 5:00 pm in either Central or Mountain time zones as this role will be required to be physically located within either of these time zones.

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

What You’ll Do

• 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

Experience Required

• 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
• A startup mentality with the ability to adapt quickly to changes
• 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.
• Demonstrated ability to accept feedback and remain committed to self-improvement.
• Excellent communication and teamwork skills

What we Offer

Ladder is highly collaborative and fun. To support you in your role, we offer fantastic perks and benefits that reflect our mission of care and support, including:

• 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.
• Ladder Fit Program | Your health matters. That’s why Ladder provides a monthly stipend for wellness-related expenses.
• 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.
• Fun company-wide events | We genuinely enjoy spending time together. 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. Variations in base compensation may also reflect differences depending on job-related knowledge, skills, experience, and business needs. 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. We are an equal opportunity workplace. At Ladder, differences are celebrated and supported to benefit our people, product, and community. Let us know why you're interested in this position and what unique contributions you can make to the Ladder team. We look forward to hearing from you.

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements. We strongly encourage you to apply if you’re interested: we'd love to know how you can elevate our team with your unique experience!

As set forth in Ladder’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.