Customer Advocate
Super
Customer Service, Legal, Sales & Business Development
Phoenix, AZ, USA
Posted on Wednesday, July 17, 2024
Are you looking to make a difference in people’s lives while directly impacting the growth of a high-caliber startup in Phoenix? Super is looking to add a Customer Advocate to our customer experience team. In this role, you will ensure that our subscribers come away from their interactions with Super with a positive experience. You will communicate with customers who have had, or are in the middle of, a service experience with Super through multiple channels including email, phone, social media, marketing tools and online. You will also work with the broader Authorizations Team and Marketing Group to ensure that you advocate for the customer for the best possible outcomes.
Ideal Candidate
- You can communicate effectively with a range of people, including customers and colleagues, demonstrating empathy and a solution-forward attitude, and have experience leading difficult conversations.
- You excel at interpreting the Terms of Coverage and representing the customer’s interests in a particular claim.
- You apply critical thinking and decision-making skills on time sensitive issues.
- You possess an inquisitive and investigative mindset.
- You have exceptional written and verbal communication skills, including an engaging phone presence.
- You can inspire collaboration in other teams and partner cross functionally to get the best outcomes.
- You're a team player who thrives in a collaborative environment yet comfortable working on your own.
Essential Functions and Key Responsibilities
- Prioritize escalated customer concerns and lead the claim resolution process by conducting research, managing the customer’s expectations through regular communication
- Address customer concerns and provide solutions to resolve issues in a timely manner, whilst ensuring the Terms of Coverage are
- Scan social media and review sites, respond immediately and in a way that highlights our customer-first approach.
- Work collaboratively with cross-functional teams such as procurement, contractor management and authorizations
- Help develop the best customer service products and experience.
Qualifications and Requirements
- College Degree or equivalent
- 3-5 years of experience in customer service, customer success, sales support, and/or communications.
- Exceptional written and verbal communication skills, including an engaging presence.
- Strong critical thinking skills and attention to detail, and autonomous problem-solving skills
- You are proficient in Salesforce, or similar with the ability to thrive in a startup environment.
- Efficiency in browser-based applications and mobile-based applications
- Experience working in a high paced, customer centric environment. Home warranty, insurance or similar industry experience is preferred
- Bilingual in English and Spanish is a plus.
Interested? Send us your resume and answers to the following 3 questions.
- What is one thing that excites you about working in a startup environment?
- Please provide one example of your capacity as a creative problem solver.
- What skill are you most interested in learning/augmenting in your next professional role?
What we offer
- We’ll pay you a competitive salary and benefits, provide stock options, and give you tools to help you achieve your objectives
- Opportunities for growth within the company
- The opportunity to join a fast-growing Silicon Valley technology company
- Mentorship from proven executives
- A unique professional opportunity different than any other in the home service industry.
COMPANY OVERVIEW
Super is on a mission to make caring for your home completely carefree. We are a subscription home care company delivering quick and effective home repair and maintenance at a predictable cost, using technology to take the hassle out of homeownership. Sitting squarely within the insuretech, prop-tech, and subscription industries, Super’s poised to grow more than 2X/year in the coming several years.
Our culture is collaborative, dynamic, and data-driven. If you want to work with a stellar and seasoned leadership team with a winning track record, and at the forefront of the multi-billion dollar home service industry, this just might be the team for you.
Super closed an oversubscribed $51M Series C funding round in early 2021, led by Wells Fargo, with participation by Asahi Kasei, AAA - Auto Club Group, Gaingels, Second Century Ventures, the NATIONAL ASSOCIATION OF REALTORS®' strategic technology investment fund. Existing investors Aquiline Technology Growth, Liberty Mutual Strategic Ventures, Moderne Ventures and the HSB Fund of Munich Re Ventures also participated.
The company is headquartered in San Francisco, CA, and by late 2021 will be available in 14 regions across 8 states.
FAIRNESS AND DIVERSITY
At Super, we value diversity and know that diverse workplaces lead to a culture of innovation and more powerful business outcomes. Therefore, we always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)hellosuper.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.