[Hiring] Customer Experience Associate @Ladder

Role Description

The Ladder Customer Experience Team is hiring a Customer Experience Associate to be 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 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.

Qualifications

• 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 start-up 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.

Benefits

• Excellent medical, dental, and vision coverage.
• Flexible paid time off.
• Stock options.
• A rewarding 401k match program.
• Ladder Fit Program.
• Paid parental leave.
• Work-from-home flexibility and support.
• Fun company-wide events.

Compensation

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.

Company Description

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.

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements. We strongly encourage you to apply if you’re interested: we'd love to know how you can elevate our team with your unique experience!