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Hippo is a technology-driven insurance platform that makes homeownership effortless through data and innovation. The company operates as a diversified carrier platform, partnering with MGAs to deliver tailored program solutions.
You will lead Hippo's IT support team as a customer service and support evangelist, managing both internal IT operations and direct customer support across multiple channels (in-person, tickets, email, chat). Reporting to the Director of Information Technology, you will manage a globally distributed team (U.S. and Poland) and drive continuous improvements to internal tools, documentation, and processes that directly impact the business.
Key responsibilities include:
- Leveraging AI tools to innovate and improve helpdesk efficiency
- Co-managing and administering the SaaS environment, including identity access management (SSO integrations), Office 365, and other major platforms
- Creating comprehensive policy and process documentation for IT staff and employees
- Managing team performance globally through Service Level Objectives
- Leading cross-functional projects as a key stakeholder, championing user experience, security, and infrastructure improvements
- Translating project requirements into actionable objectives and deadlines for IT support staff
- Identifying gaps in technology, systems, and operations, and engineering scalable solutions
- Providing hands-on technical and policy escalation support
You are a relationship builder who thrives on leading teams and projects, using metrics to drive change and passionate about delivering exceptional customer service. You excel at mentorship and providing constructive feedback for team development.
**Requirements:**
- 6+ years of experience in a modern IT support environment
- 3+ years of experience managing/leading projects
- 2+ years of people management or team leadership experience
- Hands-on experience managing/administering modern identity providers, device management, and enterprise tools (Slack, Teams, Zoom, etc.)
- Subject matter expert in one or more modern enterprise tools
- Experience with video conferencing solutions and support
- Extensive technical knowledge of recent desktop operating systems (macOS, Windows)
- Strong understanding of support ticket management, tracking metrics and trends, and defining/enforcing best practices
- Excellent communication and interpersonal skills to interact with key stakeholders and company leadership
- Strong attention to detail and passion for correctness
- Passion for continuous improvement, scalability, and user experience
