About the company:
Ondo InsurTech Plc works with home insurers to deploy proprietary solutions to deliver sustainable risk reduction. Ondo's focus is on the global scale-up of LeakBot - an end-to-end internet of things solution which protects homes from the impact of water damage. Water damage is the single biggest cause of home insurance claims, accounting for $17bn of claims every year in the USA and UK combined. LeakBot is a patented self-install solution that connects to the home wireless network and, if it detects a leak, notifies the customer via the LeakBot mobile app and provides access to a team of expert LeakBot engineers to 'find and fix' the problem.
LeakBot partners with multiple insurance carriers across 4 different countries, in Europe and the USA.
In March 2022 LeakBot became the first InsurTech to IPO in London, as Ondo InsurTech Plc.
https://www.ondoplc.com/
https://leakbot.io/leakbot/
About the role:
We are looking for a talented customer services manager to join our Operations team to ensure we continue to deliver the exceptional customer service that is the foundation of our company.
You will be managing a customer services team supporting end users with leak alerts and troubleshooting issues with the device and app as well as interacting directly with operating systems, hardware, and software.
We are fast growing business with a relatively small team in place at present. We are looking for the right person to come in and manage all aspects of our customer support function to ensure that we can continue to perform to a high standard while we scale the business.
PRINCIPAL ACCOUNTABILITIES:
· Managing the LeakBot customer support team in the US, covering all aspects of the first line and second line support processes including alert management and technical support
· Managing the engineer diaries on a weekly basis making sure each engineer is being fully utilised in line with forecast
· Managing our outsourced suppliers for additional support
· Working with the Product team to manage second line support tickets in a timely manner
· Managing the job investigation process with the Operations Director to get the right customer outcomes and to feed into the ongoing product development process
· Managing the LeakBot complaints process
· Managing the training and ongoing development of all LeakBot customer support executives
· Managing KPI’s, quality & performance standards across the team
· Assist in the creation and implementation of new operational processes to improve efficiency and customer satisfaction while reducing costs.
· Assist in the development of the CRM system
· Assist in the development of training manuals and troubleshooting procedures to help both support personnel and end users to interact properly with the hardware and software.
· Providing feedback on the overall customer journey and functionality of the LeakBot device.
About you:
To be successful in this role you will need to have the following knowledge, skills and attributes:
Essential:
- A minimum of 5-year’s experience as a manager in a technical customer support environment in a B2C business
- Experience of working with tech products and services in a customer services environment
- Experience of working with field service networks specifically booking and managing appointments
- Experience of building teams and operational processes
- Strong people management and development skills
- Strong customer management and communication skills
- Experience of working with a CRM system in a customer services environment
- Good planning and analytical skills
- Having the ability to quickly identify problems, form solutions and execute step by step troubleshooting procedures
- The candidate must also have the DNA of an innovator, being adept at questioning, observing, associating, networking and experimenting
Desirable:
- Educated to degree level
- Experience of working with Microsoft Dynamics and Connex One
- Experience of plumbing and heating systems within a domestic environment
- Working knowledge of Apple and Android operating systems
- Working knowledge of and ability to troubleshoot on Wi-Fi enabled devices
Our people behaviours:
You will be a role model of our values and behaviours:
Dare to care
- Be known for what you do, not what you say
- Be proactive, supportive, help and encourage others
- Have a positive attitude to work and to your colleagues
Do the right thing
- Be open and honest
- Be respectful: treat others as you would like to be treated
- Deliver on your promises
Own it
- Never look the other way
- Find solutions and turn negatives into positives
- Take personal ownership and responsibility to make things happen
Always improve
- Embrace change and new ways of working
- Put forward suggestions and new ideas
- Look for learning opportunities and new experiences
Win together, trust each other
- Share knowledge and expertise with colleagues
- Build strong relationships with colleagues across the business
- Value the experience and opinions of others
Additional details:
- Geographic location – Hybrid model. Our office will be based in Marietta, GA.
- Starting with 6 direct reports
Pay: $60,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Do you have a minimum of 5-year’s experience as a customer service manager in a technical customer support environment in a B2C business?
- Are you comfortable working in an office environment as part of a hybrid working policy?
Work Location: Hybrid remote in Marietta, GA 30064
