Customer Experience Associate

About Ladder 

We saw a problem within the life insurance industry: getting covered took too long, involved too much paperwork, and required too many in-person meetings with sales agents. Having lost his father at a young age, our CEO, Jamie, was determined to make it easier for people to get the coverage they needed to provide for their families. So, we got to work. We developed a method of real-time underwriting and, in doing so, reduced the months-long process of applying for life insurance to minutes. Our digital experience is quick (instant decisions!), loved by users (check out our Trustpilot or Google reviews) and prolific ($74 billion+ in coverage provided).

About the role 

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.

If you're interested in doing mission-driven work with smart, caring people, we’d love to hear from you. 

Responsibilities

• 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

Requirements

• 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 we Offer

Whether you work in our beautiful office in Palo Alto or remotely, 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 and dental 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.
• 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 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.

The base pay range targeted for this position is $58,500 - $67,000 per year. Base pay is determined by market location and may vary depending on job-related knowledge, skills, and experience. This role is eligible for equity and benefits as shared above. 

Ladder is building a diverse team of talented and enthusiastic people. We are an equal opportunity workplace. At Ladder, differences are celebrated and supported to benefit our people, product, and community. Let us know why you're interested in this position and what unique contributions you can make to the Ladder team. We look forward to hearing from you.