Customer Service Supervisor, Honeycomb
$90-100k
Offers ISO stock options + Annual performance bonus eligible
More information about location
3+ days a week in office
Computer vision & AI-powered real estate insurance
Be an early applicant
Computer vision & AI-powered real estate insurance
101-200 employees
Be an early applicant
$90-100k
Offers ISO stock options + Annual performance bonus eligible
More information about location
3+ days a week in office
101-200 employees
Company mission
To bring simplicity and transparency to real estate insurance.
Role
Who you are
- This is a Hybrid Role: Must be able to work from our downtown Chicago office three days per week (Tuesday through Thursday)
- 2+ years of experience leading customer service teams
- Demonstrated people leadership skills, with the ability to coach and mentor
- Strong communication skills: professional and adaptable to different audiences
- Ability to analyze problems, drive decisions, and guide teams through complex issues
- Familiarity with KPIs and performance metrics, with the ability to report on and influence outcomes
- Strong organizational and time-management skills with the ability to balance multiple priorities
- High emotional intelligence and empathy; calm under pressure and skilled in conflict resolution
- Ability to collaborate across departments and maintain strong relationships
- Comfort in a fast-paced, evolving environment; adaptable and solutions-oriented
- Proficiency with CRM tools and support technologies
- Commitment to fostering a culture of respect, learning, and operational excellence
What the job involves
- The Customer Service Supervisor plays a key role in supporting and elevating our high-performing Customer Success team
- As a supervisor, you will ensure their success by providing day-to-day coaching, resource planning, quality oversight, and escalation support
- You’ll work closely with Customer Success Leadership and cross-functional partners to uphold our service standards, streamline workflows, and advocate for improvements that enhance the customer and agent experience
- Lead, coach, and motivate a team of 8 CSRs to achieve performance goals and uphold customer experience standards
- Support training and structured onboarding for new hires.Set clear performance expectations and provide actionable feedback through regular 1:1s
- Own the quality auditing process using a quantitative rubric; deliver targeted coaching
- Promote a positive, collaborative team environment and celebrate individual and team successes
- Allocate resources and schedule coverage to balance workload and meet customer needs
- Monitor key performance indicators (KPIs) and provide regular updates on team and individual performance
- Identify workflow bottlenecks and recommend improvements to enhance efficiency and customer satisfaction
- Assist in refining and updating knowledge base content to ensure accuracy and usability
- Serve as a point of escalation for complex customer or agent issues
- Partner with internal teams to resolve cross-functional challenges
- Identify root causes of escalated issues and offer solutions to prevent recurrence
- Maintain professionalism under pressure and mediate conflicts effectively
- Consolidate product feedback from CSRs, customers, and agents; escalate insights to Product and Operations partners
- Review customer satisfaction surveys, identify trends, and drive action plans for improvement
Our take
With many real estate insurers relying on a generalized approach, homeowners and landlords often have to pick up the slack when it comes to complex and serious claims. Plus, insuring properties against rising costs in the US means many insurers simply won't cover a large portion of homes.
Honeycomb Insurance aims to remedy these real estate coverage issues using AI and computer vision to quantify insurance claim costs. It analyzes aerial photographs of building roofs and street-level shots to analyze quality and risk, thus removing the need for expensive physical inspections. This means the company can accurately underwrite risks in a fraction of the time, and deliver a better service to more consumers.
The value of its offerings is reflected in its expansion to 18 states, now covering over 60% of the US population and insuring more than $35B in assets. And substantial funding is fueling its growth into new insurance markets and accelerating its AI-powered technology, as the company continues to scale its impact in the commercial real estate insurance space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
May 2024
$36m
SERIES B
Jan 2022
$15.4m
SERIES A
Total funding: $54.7m
Company HQ
East Garfield Park, Chicago, IL
Leadership
Itai Ben-Zakai
(Co-Founder & CEO)Previously an Advisor at IT-Farm VC and SafeDK. Was also Co-Founder and CEO at Comprendi, and a Senior Director at Quin Street.
Nimrod Sadt
(Co-Founder & CTO)Previously Co-Founder and CTO at HotelRatePRO. Was also Senior Application Development Engineer at Applied Materials and a Software Engineer at Intel Corporation.
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