Customer Experience Manager

About Venteur At Venteur, we're dedicated to transforming healthcare in America. Our mission is to empower individuals to take control of the trillions of dollars spent on their behalf but often decided by human resources and brokers. We believe this will lead to better outcomes for all individuals. 
The market transformation is just starting.  As we saw 40 years ago with the transition from company-controlled retirement (pensions) to individual-empowered retirement (401ks), new regulation has enabled healthcare to make the same transition from group plans to an individual focused solution – an Individual Coverage Health Reimbursement Arrangement (ICHRA).  Through our technology-led offering, our platform changes how businesses offer health benefits, and how employees are empowered to truly prioritize wellness and longevity. 
We're seeking passionate individuals who thrive on exploration and learning to join us on this journey.  With an early-stage startup, opportunities for career growth and advancement are immense along with the financial benefits of being an early employee of a future giant in technology.  If you're a problem solver with empathetic communication skills, we want you to help us pave the way towards a healthier, more personalized future. Join Venteur and be part of something truly transformative! 
Please note: All positions must be physically located within the US due to strict compliance requirements related to our industry. And, Venteur is not currently in a position to sponsor a visa or other work requirements. 
Our Values At Venteur, we believe that our culture is our strength. That's why we encourage the following values across our entire organization.  
- Approach Every Situation with Kindness - Bias for Action - Say “Yes” to the Hard Things - Insist on the Highest Standards - Strive for Empathy and Create Shared Understandings - Leave the Campsite Better than When You Found it - Earn Trust — and Keep It - Have Each Other’s Back 
About the Role: Our Customer Experience Team is the heart of Venteur. This role is an opportunity to make a huge difference in someone's life. You will directly engage with the employees and employers that we serve. On a daily basis, we help families save thousands of dollars on their health care and provide expert support to our customers in helping them to navigate the ins and outs of their health insurance plans.  
You'll work as part of a team of skilled health insurance brokers who go above and beyond to advocate for our customers. Health insurance is notoriously complex, so we don't expect you to know everything upfront. We're looking for individuals who are curious investigators who are willing to learn and who possess a higher level of empathy for the customers we serve.  

Your Responsibilities:

• Handle a high number of incoming requests via phone call or email, and demonstrate the ability to problem solve for the best possible customer outcome     
• Using meticulous attention to detail and an ample dose of empathy, identify and fully understand customers' needs to investigate solutions and deliver complete satisfaction  
• Provide accurate, valid, and comprehensive information by using the right methods/tools  
• Manage complaints, provide proper solutions and options within the time limits; follow up to ensure resolution  
• Keep records of customer interactions, process customer accounts, and file documents according to a high standard of quality and compliance  
• Follow communication procedures, guidelines, and policies using remote work best practices and a commitment to accountability   
• Accept ownership of new projects while collaborating with other internal teams to meet deadlines 

Basic Requirements:

• 3-5 years of experience in complex customer service or account management roles  
• Strong phone administration skills and active listening capabilities  
• Experience with CRM systems and practices required; competency with reporting and database tools a plus    
• Exceptional verbal and written communication and presentation skills  
• Demonstrated ability to work independently, multi-task, take ownership of tasks and projects, and proactively seek clarification to understand requirements or achieve resolution  
• Resiliency when faced with new problems to solve, comfortable taking the initiative to research the problem independently and share your proposed solution  
• Strong sense of ethics and demonstrated commitment to integrity  
• You are empathetic with users, both internal and external, and strive to create a better experience for all customers   
• Ability to obtain a health insurance brokerage license (existing license is a plus) 
• Your communication and problem-solving skills have been honed on remote teams, so you know how important it is to lean on unambiguous, asynchronous written communication, leave a trail of thinking, and capture decisions using tools that enable easy discovery for your teammates  

Bonus Qualifications:

• Experience with B2B2C (especially in insurance or FinTech).  
• Experience in healthcare insurance 
• HubSpot and/or Zendesk certification or deep experience 
• Fluency in Spanish 

What We Offer:

• Competitive salary: $75,000 per year
• Generous equity compensation 
• Comprehensive benefits package, including health, dental, and vision coverage 
• 401(k) retirement plan 
• Unlimited paid time off 
• Opportunities for professional development and growth 
• Offsite company trips 

Equal Opportunity Employer: Venteur is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds and identities, and we do not discriminate on the basis of age, race, gender, religion, sexual orientation, disability, or any other protected status. 
How to Apply: If you're excited about the opportunity to join our team and help shape the future of healthcare, please submit your resume and include a cover letter that explains how your experience has impacted customers, end users, and other team members; and why you're interested in working at Venteur. Apply