Business Services Manager

JOB DESCRIPTION

Business Services Manager

Counterpart believes in small businesses and is dedicated to helping them do more with less risk. By pairing leading insurance experts with cutting-edge technology, Counterpart empowers small business owners to grow with confidence. Exceptional underwriters, trusted insurance brokers, and prominent insurance carriers come together on the Counterpart platform to support small businesses by providing AI-driven management and professional liability underwriting and claims services. That’s where you come in.

Counterpart is building a service & tech infrastructure to support small businesses with time-critical & ongoing legal & HR support. In this role you will drive our customer success strategy and execution. You’ll be the owner of our customer engagement, satisfaction, and retention through customer support, product demos, and email marketing. To be successful you’ll need to execute ruthlessly and quickly adapt to evolving KPIs and customer needs. 

YOU WILL

• Directly engage with customers through various channels (phone, email, chat, social media) to resolve issues, answer queries, and provide assistance in a manner representative of the company's values and mission.
• Ensure that all vendors and other customer support representatives are well-trained and equipped to offer high-quality support.
• Develop and maintain an internal knowledge base to aid customer support representatives in quickly and accurately resolving customer inquiries.
• Develop strategies to provide proactive support and anticipate customer needs.
• Develop and maintain a comprehensive FAQ section on the company’s website or within a customer service portal.
• Create and distribute helpful guides, articles, and videos that address common customer questions and issues.
• Work with the marketing and communications team to ensure content is clear, accurate, and reflects the company's tone and branding.
• Implement systems for gathering customer feedback, such as surveys, feedback forms, or direct communication channels.
• Work closely with the product development team to make improvements or build new features based on customer needs and feedback.
• Continuously assess and optimize customer service workflows to enhance efficiency and effectiveness.
• Implement new tools and technologies to streamline customer support processes.

YOU HAVE

• 5+ years experience working in B2B customer success 
• History of driving customer engagement, satisfaction, and retention 
• Ability to multithread delivery of intricate and time-critical projects with minimal resources 
• Experience continually optimizing process, product, and people through rapid ideation, testing, and iteration  
• Comfortable executing within a fast, dynamic startup environment 

WHO YOU WILL WORK WITH:

• Tanner Hackett, CEO & Founder: Having founded two other major startups, including Button and Lazada, Tanner now spends his time focused on mental health through his philanthropy, Openminded.org, in addition to reading, surfing, yoga, and enjoying the outdoors. 
• Chris Shafer, Chief of Staff: Chris is a published scientific author, having studied the neural correlates of gratitude at the lauded Brain and Creativity Institute. He has since helped to launch numerous businesses in which he held a variety of critical roles from product management to business operations to strategic partnerships. Chris received his bachelor’s degree in Biological Sciences from the University of Southern California.
• Derrick Franco, Director of Engineering: After teaching himself to code at 13, Derrick went on to co-found Jumpstart in addition to building out the technical divisions at Investors Alley and Phinaz Media Group. Nowadays Derrick spends his time reading, with his fiancée, and working on his podcast The Future of Work Project.
• James Feng, Product Manager: James is an experienced professional with a background in engineering, program management, and product operations. He resides in San Diego, California with his family. In his free time, James enjoys watching documentaries, going to the beach, and spending time with his wife and two daughters.
• Ryan Capra, Head of Broker Services: Before joining Counterpart, Ryan spent most of his professional career building and scaling customer success teams and operations. Ryan is passionate about understanding the voice of the customer and delivering positive and valuable customer experiences. He spends his free time physically, mentally and emotionally exercising and planning his next travel adventure.

WHAT WE OFFER

• Unlimited Vacation: We offer flexible time off, allowing you to take time when you need it.
• Work from Anywhere: Counterpart is a fully distributed company, meaning there is no office. We allow employees to work from wherever they do their best work, and invite the team to meet in person a couple times per year.
• Stock Options 
• Health, Dental, and Vision Coverage
• 401(k) Retirement Plan
• Parental Leave
• Home Office Allowance: to set up your home office with the necessary equipment and accessories.
• Book stipend
• Professional Development Reimbursement
• No working birthdays: Take your birthday off, giving you the opportunity to relax, enjoy your special day, and spend time with loved ones.
• Charitable Contribution Matching

COUNTERPART'S VALUES

• Conjoin Expectations - it is the cornerstone of autonomy. Ensure you are aware of what is expected of you and clearly articulate what you expect of others. 
• Speak Boldly & Honestly - the only failure is not learning from mistakes. Don’t cheat yourself and your colleagues of the feedback needed when  expectations aren’t being met. 
• Be Entrepreneurial - control your own destiny.  Embrace action over perfection while navigating any obstacles that stand in the way of your ultimate goal. 
• Practice Omotenashi (“selfless hospitality”) - trust will follow.  Consider every interaction with internal and external partners an opportunity to develop trust by going above and beyond what is expected. 
• Hold Nothing As Sacred - create routines but modify them routinely.  Take the time to reflect on where the business is today, where it needs to  go, and what you have to change in order to get there. 
• Prioritize Wellness - some things should never be sacrificed. We create an environment that stretches everyone to grow and improve, which is fulfilling, but is only one part of a meaningful life.

We are committed to being a welcoming and inclusive workplace for everyone, and we are intentional about making sure people feel respected, supported and connected at work—regardless of who you are or where you come from. We value and celebrate our differences and we believe being open about who we are allows us to do the best work of our lives.

We are an Equal Opportunity Employer. We do not discriminate against qualified applicants or employees on the basis of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by federal, state, or local law, rule, or regulation.