At Chapter, we're in build mode; majorly expanding our team while also growing as a company. We are looking for a Customer Success Lead to establish and lead both our member support and retention functions. The biggest challenge facing many Medicare advisory organizations is poor retention, with large organizations churning upwards of 40% of customers in year one. To date, our retention at Chapter has been best-in-class and more than an order of magnitude better than larger players. Your mission is to build upon this foundation and scale it with our organization. You will work closely with leadership to build and scale the team to support our existing and newly joined Medicare Members. Each year, you will be responsible for renewal/retention campaigns that have a direct impact on the bottom line and high visibility from Chapter leadership. Chapter's Member Experience team is committed to providing outstanding service to our members —many of whom are entering retirement for the very first time.

Responsibilities

• Build, scale and evolve our customer support model as we expand our teams, geographies, and customer support approach
• Collaborate closely with the Medicare Advisory to ensure a seamless transition from becoming a new Chapter Medicare policyholder to a long term member
• Work with our Product to create the best support experience possible from submitted application to application renewal
• Assist product in the design and development of a member support ticketing system to quickly respond to member inquiries and questions
• Manage annual renewal cycles to maximize customer retention
• Build retention tools and processes in conjunction with Operations and Product teams
• Coaching and mentoring your team, being responsible for their professional development, and helping them achieve top metrics and high-quality standards
• Build and review processes regularly to ensure that the organization is working efficiently
• Collaborate with your peers and cross-functional partners, including the Operations & Product teams to optimize customer experience and operational excellence across your team
• Foster a culture of professionalism, customer advocacy, personal development, and regulatory compliance on your team and beyond
• Serve as a subject matter expert for our most escalated teams, covering the most complex Medicare subjects
• Work with the team to recognize patterns of customer inquiries so that the underlying issue can be documented and eliminated by our engineering teams
• Handle customer escalations from your team

What you need to succeed

• 3+ years in Customer Support / Success roles in a fast-paced, high-growth environment
• Experience managing and growing a customer support team from the ground up
• Proven track records of building systems and processes while influencing technology requirements to create an exceptional customer experience
• Willingness to be highly detailed oriented, combined with keen empathy for Chapter members
• Drive to succeed and passion for the role, industry and mission
• Strong management toolkit with a reputation for leaving thriving employees in your wake
• Uncompromising integrity and strong dedication to professionalism
• Ability to think critically and apply logical problem-solving skills to isolate and resolve issues
• Strong critical thinking and analytical skills (e.g. pattern recognition) the ability to concisely and accurately communicate sophisticated topics

Why We Exist

Every morning, 10,000 Americans wake up and begin their first day of retirement. Chapter is re-inventing the way that Americans transition into retirement, starting with Medicare.

For most people, Medicare is boring, bureaucratic, and confusing. But it's important. If people wait too long to choose coverage, they risk life-time penalties from Uncle Sam, may need to undergo medical underwriting, or may pay out-of-pocket for 20%+ of medical costs plus prescriptions and most costs of dental, vision, and hearing.

What We Do

Our team and technology help retirees to navigate Medicare, including when and how to sign up, what specific coverage to choose, and how to maximize the benefits from their coverage.

Chapter has built industry-leading technology to help retirees save thousands of dollars on their healthcare. Our promise is simple: we want people to improve their health coverage while reducing what they pay for it.

How? Our platform searches every Medicare option available nationwide, while others search only a subset of plans, which is the norm in the Medicare market. Further, the compensation our licensed advisors earn never varies based on the specific coverage recommended or selected, even when Chapter earns no revenue. 

This full search is why we find savings and benefits that others miss. It’s also one reason that we are a trusted partner of the National Council on Aging. 

Our Team

Our team is high-integrity and high-horsepower with a big heart. We are software engineers, illustrators, lawyers, and former management consultants. We have worked at organizations including Palantir, TrialSpark, Ethos, Latch, and McKinsey.

We are an equal opportunity workplace. We are deeply committed to building an inclusive workplace for people of all races, ages, gender identities, sexual orientations, religions, and ethnicities.