About ReservReserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike. We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can't wait to meet you.The Customer Escalations Team is our first line of service recovery. It works to resolve customer impacting issues quickly and to build strong collaboration across Claims, Account Management, Claims Ops, Data, and other internal teams.Location RequirementCandidates must reside in an eligible U.S. state throughout employment. We are unable to hire candidates residing inCalifornia, Alaska, Hawaii, U.S. territories, or outside the United States.
About the roleThe Customer Escalations Lead is a player/coach role. The Lead carries a caseload of high-priority and complex escalations, manages the Customer Escalations Advisors on the team, and owns how the team works: its processes, tools, reporting and feedback to Claims. This is not a pure people management role. The Lead is a contributor on the team, with management experience, and stays close to the work.The role is mid-level and highly visible. It suits someone with a claims adjusting background, similar to our current Advisors, a background in project management, process improvement, and someone who has already led or coached others and is ready to take on formal responsibility for a team. The Lead works across various internal teams and helps shape the playbook for a highly-impactful customer facing team.What you'll doEscalation Triage & ResolutionCarry a caseload of in-flight escalations raised by customers, Customer Success, or other internal teams, acting as a service recovery advisorInvestigate escalations with Claims Adjusters and Claims leadership to assess severity, assign ownership and make sure each issue is resolvedServe as a direct point of contact for client stakeholders during escalations, setting expectations and communicating statusApply claims domain expertise and root cause analysis to find out whether an issue stemmed from people, process, technology, or misaligned expectationsProvide regular updates to Account Managers and/or customers for customer-facing communicationAct as the first point of escalation for the Advisors, and take on the most sensitive or complex issues when neededTeam Leadership & CoachingManage and coach the Customer Escalations Advisors through regular one-on-ones, feedback, goal setting, and development planningDrive performance reviews and performance management, in partnership with the Global VP of Customer SuccessAssign escalations and balance workload across the team, including the Lead's own caseload • Set and reinforce a consistent standard for triage, client communication, documentation and follow-throughProvide coverage when an Advisor is out, and contribute to hiring and onboarding as the team growsProcess Improvement & PreventionDesign and implement streamlined processes within the team and across teams, including intake, triage, handoffs, and ownership of open issuesLead the weekly escalation review to identify patterns, systemic issues and improvement opportunitiesRecommend and help implement changes to workflows and claims handling based on escalation dataCreate and maintain playbooks, escalation criteria, SOPs and internal documentation that reduce future escalationsDocument issue types, frequency, and resolution paths to support learning across the teamTools & EfficiencyEvaluate and implement tools that drive efficiency for the team, such as issue tracking, dashboards, templates, and automationDevelop deep expertise on internal tools and drive adoption amongst key stakeholders • Keep escalation data complete and consistent so it can be used for reporting and analysis • Partner with internal teams to surface recurring system issues, misconfigurations, and automation problemsReporting & VisibilityImplement regular internal reporting on escalationsSupport external reporting to clients in partnership with Account Managers • Report on escalation trends and metrics to Claims Leadership, Account Management, Executive Leadership, and other internal stakeholders to give the organization clear visibility into issues and potential solutionsBrief senior leadership on escalation drivers, trends and the status of fixesFeedback Cycle to ClaimsFacilitate a regular feedback cycle to Claims based on escalation patternsCollaborate with Claims teams to improve workflows and claims handling hygiene, and to surface coaching opportunitiesInitiate and lead internal projects to drive solution options to executionTrack follow-through on the feedback shared, and confirm that changes reduce repeat escalationsCross-Functional CollaborationBuild working relationships with Claims, Account Management, Claims Ops, Data, Product, and other internal teams, as necessaryOperate within a line-of-business-aligned team structure and leverage domain knowledge on the team to assess issue context quickly and suggest relevant resolution pathsSuccess MetricsTime to Acknowledge and Time to Resolve escalationsVolume and frequency of escalations per account or adjuster teamEscalation reopen and repeat rateNumber of systemic issues identified and resolvedSatisfaction of internal stakeholders (Customer Success, Claims Ops, Product) • Internal and external reports delivered on scheduleAdoption of new processes and tools by the teamFeedback items shared with Claims, and the share of them resolvedDevelopment progress and engagement of the AdvisorsQualificationsHave claims adjusting experience in Auto, Property, Liability LOBs, or a comparable escalations background, similar to our current Advisors (5+ years is typical for the Advisor role) • Have some experience managing or leading others, such as a team lead, supervisor or formal mentor role, and want to grow as a people leaderHave worked directly with clients and are comfortable managing difficult conversations with client stakeholdersAre comfortable digging deep into customer escalations and can carry your own caseload while leading a teamHave significant experience with root cause analysis, identifying issue patterns and developing practical solutions that were put into practiceHave implemented process improvements or tools that made a team more efficient • Can build clear, regular reporting for internal teams and clients, and can brief senior leaders conciselyHave strong verbal and written communication skills and a calm, methodical approach to complex problemsWork well across Claims, Operations, Product and Customer teamsAre comfortable in a fast-growing startup environment where roles evolve and you help shape the playbookBenefitsGenerous health-insurance package with nationwide coverage, vision, & dental401(k) retirement plan with employer matchingCompetitive PTO policy – we want our employees fresh, healthy, happy, and energized!Generous family leave policy after 8 months of continuous workWork from anywhere to facilitate your work life balanceApple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!Why Join This TeamThe Customer Escalations Team is a high-impact team and key to enabling success for our customers and carrier partners. The Lead has direct input into how the playbooks and operating motions are built and works alongside Claims, Account Management, and other internal teams. This team helps protect client relationships and improve how Reserv delivers claims service. The role is open to internal and external candidates.At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!
About Reserv
