Customer Care Manager, Extend
$75-85k
+ Stock in an early-stage startup growing quickly
More information about location
Warranty and protection plan services
Open for applications
Warranty and protection plan services
201-500 employees
Open for applications
$75-85k
+ Stock in an early-stage startup growing quickly
More information about location
201-500 employees
Company mission
To provide clients with a seamless product protection experience, helping benefit both merchants and customers.
Role
Who you are
- Minimum of 5 years experience in vendor management, contact center operations, BPO management, or claims management
- Experience managing remote agents
- Experience managing both voice and written channels in contact center operations
- Proven track record in managing BPO partners, including performance management
- Strong analytical skills with the ability to interpret data and make data-driven decisions
- Excellent communication and interpersonal skills
- Proficiency in data and reporting tools (e.g., Google Suite, Excel, Tableau)
- Results-oriented with a focus on achieving and exceeding targets
- Problem-solving mindset with a proactive approach to identifying and resolving issues
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing business needs
- Self driven with a strong sense of urgency, able to prioritize and manage multiple tasks efficiently in a fast paced environment
What the job involves
- The Customer Care Manager, reporting directly to the Director of Customer Care, will be responsible for overseeing our omni-channel contact center, including both internal and BPO teams (business process outsourcing)
- Our contact center handles all customer inquiries including: protection agreement coverages, general customer support, and claim related activities
- Additionally our Customer Care agents interact regularly with our service partners, merchant partners, part suppliers, and internal fraud and risk monitoring teams
- The Customer Care Manager will ensure that both internal and external agents meet or exceed service level agreements (SLAs), quality standards, and performance targets
- The manager will drive process improvements, enhance efficiency, and ensure exceptional customer service
- As the primary point of contact for our BPO partners, the manager will foster strong performance management practices and relationships to ensure alignment and drive intended outcomes
- Oversee internal and BPO contact center operations to ensure adherence to SLAs, KPIs and customer experience goals, consistently meeting or exceed performance standards
- Foster a positive, customer-focused culture, aligning team with the company’s customer service values and goals
- Monitor daily, weekly, and monthly performance metrics, including service levels, quality scores, customer satisfaction scores, and productivity
- Prepare and present detailed performance reports and agent scorecards including metrics, trends, and action plans
- Develop and implement individualized coaching, development, and action plans both internally and with the BPO to address performance gaps, enhance team skills, and continuously improve service delivery
- Conduct quality monitoring, audits, and feedback loops, to maintain high service standards and ensure compliance to processes
- Manage internal and BPO staffing levels to ensure adequate coverage and alignment with forecasted volumes and service targets
- Analyze data to identify trends, root causes of performance issues, and areas for improvement
- Provide insights and recommendations based on data analysis to drive best practices
- Ensure contact center agents comply with company policies, regulatory requirements, and industry best practices
- Lead initiatives for process improvements, working with cross-functional teams to implement solutions that enhance customer experience and operational efficiency
Our take
Extend allows online and offline merchants to offer product warranties and protection plans at the point of sale. It aims to provide a comprehensive and centralised warranty system where before there was not one. Extend also provides customers themselves with a fast support experience, where 95% of claims are resolved in just 90 seconds.
Its API based platform is integrated into the likes of Shopify, Magento, Salesforce Commerce Cloud and BigCommerce, and can also be integrated into private client-owned e-commerce platforms. This ease of use is what makes Extend so appealing for clients.
The company has seen good funding that has fuelled business growth and geographical expansion. It’s interesting to note that PayPal Ventures and SoftBank are two of their main backers, as this indicates that payment giants see the value of these point of sale transactions. In 2022, Extend was named a certified partner of Shopify and reached an important milestone in becoming a full-service company, taking it one step closer to its vision of becoming the "AppleCare for everything".
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
May 2021
$260m
SERIES C
Oct 2020
$40m
SERIES B
Total funding: $316.4m
Company benefits
- Unlimited coffee, drinks, and snacks at the office
- A friendly and collaborative place to work
- Company stock options
- Flexible vacation policy
- Fully covered medical, vision and dental insurance
Company HQ
Rincon Hill, San Francisco, CA
Articles
Leadership
Woodrow Levin
(CEO & Founder)Woodrow started his career by founding InStadium in 2000, where he spent 7 years before also founding Riverbank Capital and BringIt. After further roles at DocuSign and DraftKings, he founded Extend in February 2019, serving since then as CEO.
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