Ladder
The Ladder Customer Experience Team is hiring a Customer Experience Associate to be an ambassador for Ladder and our customers. You wlll 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 as this role will be required to be physically located within either of these time zones.
If you’re interested in doing mission-driven work with smart, caring people, we’d love to hear from you.
Please note, Ladder is not currently sponsoring or transferring OPT or H1-B visas.
What You’ll Do
- Consistently deliver high-quality customer experiences that educate consumers on life insurance and Ladder
- Provide omnichannel service (currently, email and phone) 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
Experience Required
- 2+ years in a customer-facing role, preferably in a technical industry
- Experience providing excellent support via email and/or phone 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 we Offer
Ladder is highly collaborative and fun. To support you in your role, we offer fantastic perks and benefits that reflect our mission of care and support, including:
- 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.
- 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 a monthly stipend for wellness-related expenses.
- 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 work. Upon joining, we provide a one-time remote office stipend for all team members and then a monthly stipend to cover WFH costs such as the internet.
- Fun company-wide events | We genuinely enjoy spending time together. That’s why we plan fun virtual events to let loose and laugh.
Base pay for this role is between $22.31 – 27.84 per hour and determined by the location where the work will be performed. Variations in base compensation may also reflect differences depending on job-related knowledge, skills, experience, and business needs. In addition to the base pay range listed above, this role is also eligible for equity and benefits as shared above.