Customer Experience Performance Lead — Remote/Hybrid, Equity

Bestow; Dallas (TX); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive salary and equity

Flexible work policy

Paid time off & parental leave

Medical, dental, vision insurance

Lifestyle stipend

Office in Dallas

Job summary

Bestow is seeking a Performance Lead, Customer Experience to mentor a team of Customer Care Advisors and elevate the customer experience across channels. You will coach on complex inquiries, drive performance improvements, and partner with vendors and enterprise partners.

This role opens to hybrid in Dallas or remote across the US, reporting to the CX Manager. The ideal candidate brings 6+ years in customer service, deep life insurance knowledge, CRM proficiency, and a proven leadership track

Qualifications

• 6+ years of experience in a customer service role.
• Strong understanding of life insurance customer issues and regulations.
• Proficient with CRM systems.
• Experience in a highly-regulated industry preferred.
• Leadership: ability to guide a team by leading department initiatives and managing performance.

Responsibilities

• Provide expert guidance to Customer Care Advisors on customer inquiries across channels.
• Resolve complex customer and agent issues, including escalations.
• Lead, mentor, and coach a team of Customer Care Advisors.
• Identify and implement process improvements to boost performance.
• Conduct QA reviews, provide feedback, and generate reports.

Skills

CRM proficiency

Customer service leadership

Team mentorship

Regulated industry knowledge

Communication skills

Job description

Bestow is seeking a Performance Lead, Customer Experience to mentor a team of Customer Care Advisors and elevate the customer experience across channels. You will coach on complex inquiries, drive performance improvements, and partner with vendors and enterprise partners.

This role opens to hybrid in Dallas or remote across the US, reporting to the CX Manager. The ideal candidate brings 6+ years in customer service, deep life insurance knowledge, CRM proficiency, and a proven leadership track