Customer Experience Associate, Ladder
$58.5-67k
+ Stock options
More information about location
Flexible life insurance provider
Job no longer available
Flexible life insurance provider
101-200 employees
Job no longer available
$58.5-67k
+ Stock options
More information about location
101-200 employees
Company mission
To combine the power of innovative technology with world-class financial and insurance expertise to make it easy for anyone to access life insurance.
Role
Who you are
- 2+ years in a customer-facing role, preferably in a technical industry
- Experience providing excellent support via email, phone and/or chat based on an assigned shift schedule
- A startup mentality with the ability to adapt quickly to changes
- Deep emotional intelligence and passion about delivering an exceptional customer experience
- Proven ability to own customer issues from start to finish and solve problems while deeply understanding the customers’ needs
- Demonstrated ability to accept feedback and remain committed to self-improvement
- Excellent communication and teamwork skills
What the job involves
- The Ladder Customer Experience Team is hiring a Customer Experience Associate to become an ambassador for Ladder and our customers. You will be responsible for providing empathetic support to Ladder customers while actively representing them to internal stakeholders
- The hours required for this role are from 8:00 AM to 5:00 PM in either Central or Mountain time zones
- Consistently deliver high-quality customer experiences that educate consumers on life insurance and Ladder
- Provide omnichannel service (email, phone, live chat) to Ladder customers by responding to incoming inquiries in a timely and accurate manner
- Serve as the voice of the customer and collaborate with internal stakeholders to help improve the customers’ journey
- Collaborate with Underwriting and other business partners to assist Ladder customers in fulfilling application requirements
- Proactively seek and take action on responsibilities to improve the impact of Customer Experience
Our take
Ladder is a life insurance company whose primary aim is to simplify the process of acquiring life insurance. In the past, getting coverage for life insurance has been a lengthy and time-consuming affair, but with Ladder, applicants can answer a few questions and sign up on their phones.
Jamie, the current CEO, felt the life-changing impact of life insurance on his own family when he lost his father at a young age before struggling to get life insurance policies for himself as an adult.
The market for life insurance in the US alone is worth over $128 billion, and Ladder faces stiff competition from Haven Life, a subsidiary of insurance giant MassMutual. Ladder will face stiff competition when traditional insurers undergo the digital transformation needed to join Ladder in offering five-minute life insurance policies via smartphone.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-5% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Oct 2021
$100m
SERIES D
Feb 2020
$37.5m
SERIES C
Total funding: $196.1m
Company benefits
- Excellent medical, dental, and vision coverage | We offer competitive healthcare,dental and vision plans for you and your family
- Flexible paid time off | Take the time that you need to rest and recharge, including our week-long winter holiday closure
- Stock options | We offer competitive stock option packages to participate in the success of building Ladder, including an extended option exercise window of 7 years after two years with Ladder
- A rewarding 401k match program | We'll match up to 4% of your contributions as you save for your retirement goals
- Ladder Fit Program | Your health matters. That’s why Ladder provides reimbursement of up to $50 a month for wellness-related expenses
- Commuter benefits | When you work from the office, you will receive pre-tax
- Benefits for your commute and free parking
- A stocked, beautiful new office | Located in downtown Palo Alto, our office was specifically designed to accommodate all working styles. We've invested in technology to support our hybrid team, plus we provide office snacks and daily catered lunches so that team members can work well and have fun together
- Paid parental leave | We think it's crucial that new parents have time to adjust to their new lives without worrying about work, so we provide all parents inclusive of birthing, adoption, or fostering ten weeks of paid baby bonding
- Work-from-home flexibility and support | We recognize that everyone's homelife is different and support remote and hybrid work. Upon joining, we provide a one-time $500 remote office stipend for all team members and then a monthly $150 stipend to cover WFH costs such as the internet
- Fun company-wide events | Whether we work locally or remotely, we genuinely enjoy spending time together. That’s why we plan fun virtual and in-person events to let loose and laugh
Company values
- Move fast, learn faster - Stay nimble. Stay curious
- Solve user problem - Everything else follows
- Work hard and laugh - Celebrate and enjoy the journey
- Do more with less - Simplicity wins
- We're in this together - Help each other. Blameless culture. Kindness matters
Company HQ
Downtown North, Palo Alto, CA
Articles
Leadership
Jamie Hale
(CEO)Founding Partner at Aldenwood Capital and former Partner at Oak Hill Investment Management. MBA from Harvard Business School.
Laura Hale
(Head of Product)Former Financial Consultant. Previously an Associate at Robert M. Bass and The Carlyle Group.
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