Customer Care Supervisor, Extend
$68-72k
+ Stock
Warranty and protection plan services
Job no longer available
Warranty and protection plan services
201-500 employees
Job no longer available
$68-72k
+ Stock
201-500 employees
Company mission
To revive an industry that's been starved of modernity and change for too long.
Role
Who you are
- Minimum of 5 years experience in claims management, contact center operations, or BPO management
- Experience managing remote agents
- Experience managing both voice and written channels in contact center operations
- 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)
- 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 Supervisor leads a Claims Support team responsible for resolving complex and escalated customer issues
- This role owns daily operations, quality, and KPI performance while coaching and developing team members through 1:1s and performance management
- The Supervisor partners closely with Engineering, Product, and Partner teams to resolve system issues in real time and ensure customers receive accurate, compliant, and timely resolutions in a fast-paced, high-accountability environment
- Oversee daily claim workflows ensuring accuracy, timeliness and adherence to compliance requirements within Required SLAs
- Own team performance across CSAT, Quality, Productivity, Aging, and SLA, translating results into clear action plans
- Coach and develop team members through 1:1s, performance management and targeted development plans
- Conduct regular quality audits leveraging findings for targeted coaching and process refinement
- Serve as the escalation lead for high-risk and executive-level customer issues
- Partner cross-functionally to resolve real-time system issues and workflow failures
- Provide clear, data-driven reporting and insights to leadership while fostering a high-ownership, customer-first, compliant culture
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 centralized warranty system where before there was not one. The company 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.
On top of this, its seen good funding thats 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. And in 2022, it 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
-19% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2021
$260m
SERIES C
Oct 2020
$40m
SERIES B
Total funding: $316.4m
Company HQ
Rincon Hill, San Francisco, CA
Leadership
Woodrow Levin
(Founder & CEO)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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