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Bestow is a vertical technology platform serving major life insurers, modernizing the fragmented legacy value chain through AI and automation. The company enables carriers to launch products in weeks instead of years, backed by leading investors including Goldman Sachs, Hedosophia, NEA, Valar, and 8VC.
The Performance Lead, Customer Experience is an advanced-level management position responsible for leading and mentoring a team of Customer Care Advisors (CCAs). This role provides expert guidance on complex customer and agent inquiries while driving overall performance and efficiency through coaching and process improvement.
Key responsibilities include: providing expert advice and guidance to CCAs on customer inquiries across all channels; resolving complex customer and agent issues including escalation management; leading, mentoring, and coaching the CCA team to foster positive team culture; facilitating team meetings and communications; identifying and implementing process improvements to enhance performance, efficiency, and customer experience; leading department projects and initiatives; conducting quality assurance reviews and generating reports; building and maintaining relationships with vendors and enterprise partners; representing the team in meetings and acting as delegate for the CX Manager; monitoring key operational processes and participating in audits; analyzing team performance and identifying trends; and supporting team performance management through regular reviews and feedback.
Required qualifications: 6+ years of customer service experience; strong understanding of life insurance customer issues, operational processes, and relevant regulations; proficiency with CRM systems; valid life insurance license; demonstrated leadership ability; customer-centric mindset; excellent written and verbal communication skills; strong problem-solving and analytical abilities; adaptability to fast-paced environments; and strong collaboration and interpersonal skills. Experience in highly-regulated industries is preferred.
Bestow offers competitive salary and equity, flexible paid time off, 100% paid-premium medical/dental/vision insurance options, lifestyle stipend, flexible work-from-home policy, and a state-of-the-art office in Dallas' Deep Ellum. The company has been recognized as a Great Place to Work, Best Place for Working Parents, and included in Fortune's Best Workplaces in Financial Services and Insurance.
