Senior Manager, Customer Experience (EU)

We’re looking for a highly motivated, compassionate leader who’s eager to bring our Customer Experience Team to the next level. Your day-to-day will involve overseeing our experienced CX Specialists and Leads as they manage customer inquiries for our European customers.

In this role you’ll ensure all claims are handled efficiently, while working to create the best claims experience in the industry. We will look to you to guide, mentor, and manage this incredible team.

In this role you'll:

• Lead, inspire, and develop multiple teams of highly skilled CX professionals, ensuring high-quality support for customers across diverse channels and locations

• Conduct regular strategic team and cross-functional meetings on platforms like Zoom, while fostering engagement and collaboration among remote and on-site teams through effective communication on Slack and other channels

• Serve as a senior advocate for customer needs by synthesizing and elevating insights from your team to influence product, engineering, and operations teams, enhancing service standards

• Provide impactful and constructive feedback to direct reports and peers, fostering a culture of continuous growth, high performance, and accountability

• Leverage advanced data analysis to identify high-impact opportunities, drive meaningful projects, and implement scalable improvements across customer service processes

• Oversee QA processes to ensure consistent quality,  through weekly support spot checks, as well as feedback sessions, and proactive improvements in service quality

• Analyze and report on comprehensive performance metrics and team KPIs, utilizing insights to shape and drive future strategies, business goals, and customer experience improvements

What You'll Need:

• 8+ years of progressive leadership experience in growing, managing, and coaching CX teams, with a demonstrated track record in a senior management capacity

• A strategic mindset with a passion for leading within dynamic, fast-paced environments, ideally with experience in scaling operations at a startup or rapidly growing company

• Prior experience in the insurance industry, big plus

• Exceptional interpersonal skills, with an empathetic, patient, and solution-oriented approach to management

• Availability to work on-office at least 2 days per week to strengthen team engagement and culture

• An enthusiasm for continuous learning in AI and a commitment to adapting within a field that values innovation and growth as core values