Director of Support Operations & Automation

Certificial is transforming how businesses and their Suppliers share insurance coverage information by moving from point-in-time documents to real-time data. We’re a fast-growing InsurTech in search of a Director of Support Operations & Automation to add to our growing team.

As Director of Support Operations & Automation, you are responsible for providing a high-quality customer experience for the platform’s users, by building an automated, scalable support operations function.

What you’ll do:

• Oversee the daily operations of Certificial’s Support Operations teams
• Utilize metrics to manage the Support Operations teams, ticketing systems, and automation systems effectively
• Improve upon the artificial intelligence and automation systems to further enhance the customer experience and scalability of the Support Operations teams
• Collaborate with Customer Success, Product Management, and Engineering to continuously improve the customer experience and scalability of the Support Operations teams
• Demonstrate problem-solving, conflict resolution, negotiation, and de-escalation skills
• Oversee the hiring, onboarding, and day-to-day operations of the Support Operations teams
• Provide continuous feedback, coaching, training, and development assistance to the Support Operations team members to foster ongoing growth and expertise on the Certificial platform

Other Functions:

• Ability to plan schedules and organize workload to meet deadlines
• Work cross-functionally with other teams
• Adhere to company policies, procedures, and guidelines
• Other duties as assigned

What you’ll bring:

• BA/BS degree or equivalent work experience
• 5+ years of experience building and managing high-performing Support Operations teams
• Automation experience required
• 3+ years of ZenDesk or similar ticketing platform experience
• Experience scaling a fast-growing SaaS business
• Experience with multi-tasking in a high-energy environment
• Excellent communicator and creative thinker
• Ability to compose grammatically correct, concise, and accurate written responses and notations
• Technically inclined with a drive to challenge existing processes and innovate
• Insurance or other high regulated industry experience a plus

Compensation:

• This role will receive a competitive base salary, bonus, benefits, and options. The base salary range for US-based employees is $50,000-$500,000.
• Various factors are considered when determining someone's leveling and compensation, including a candidate's professional background and experience. These numbers may be modified, and final offer amounts may vary from those listed above. Please continue to apply if you are unsure that you fit into our compensation structure.

Perks and Benefits:

• Health, dental, and vision insurance
• No waiting period for enrollment
• 401(k) with company match
• Employer-paid STD/LTD
• Unlimited PTO & Paid Holidays
• Employee Assistance Program
• Special employee discounts
• Virtual team-building activities

About us:
Certificial uses real-time data to ensure businesses have continuous, compliant insurance coverage. We combine certificate issuance and compliance management into one simple platform, eliminating risk, ensuring compliance, and reducing costs for every stakeholder in the COI process - Insureds, Agents & Brokers, and Requestors. This is our Smart COI Network.

Employment at Certificial is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.