Manager – Service

Role: Manager, Service

Location: Dallas, Texas (Hybrid)

Reports to: Director, Service

About Hippo:  

About Hippo:

About This Role:

We’re seeking a Service Manager for our Service team. In this leadership role, you will be responsible for leading and motivating a team of service associates to deliver exceptional customer experiences and drive customer retention. You will coach and develop your team, implement the best service practices, and ensure that customers receive timely, high-quality support. You will lead by example, fostering a culture of professionalism, collaboration, and customer-first thinking.

About You:

• You possess the skills to develop team members to deliver exceptional, white-glove customer experiences and foster customer loyalty.
• You can influence others through process improvements, changes in business practices, and innovative solutions.
• You are experienced in managing competing priorities and maintain strong organizational and time-management skills.
• You are detail-oriented, flexible, and able to interact with and positively influence a diverse set of associates.
• You are a strong communicator, energized by coaching, developing, and motivating others.
• You have excellent written and verbal communication skills.
• You remain calm and courteous under pressure.
• You can effectively coach, train, evaluate performance, and motivate associates.
• You are technically savvy, with knowledge of relevant computer programs and contact center software.

Responsibilities:

• Lead, coach, and develop a team to ensure consistent, high-quality customer service and retention.
• Conduct regular performance evaluations and provide guidance, feedback, and training to team members.
• Monitor and analyze service metrics to identify opportunities for improvement and implement strategies to enhance customer satisfaction and loyalty.
• Collaborate with other departments to ensure seamless service delivery and a positive customer experience.
• Maintain accurate records of customer interactions and team performance.
• Motivate and support associates through positive communication, feedback, and recognition.
• Provide guidance and resources to associates to ensure they can answer customer questions effectively and resolve issues promptly.

Must Haves:

• Property and Casualty (P&C) license required
• Home/Auto insurance policy knowledge required
• 5+ years’ experience in a service environment
• Minimum 3 years in a Lead or Supervisor role in an insurance service environment
• Proven track record in delivering exceptional customer service and driving customer retention.
• Experience leading and developing a team of front-line associates
• Experience in running the day-to-day aspects of a contact center through multiple contact channels, including e-mail, chat and phone
• Excellent problem-solving skills with the ability to think outside of the box

Work environment:

• Hybrid – Must work from Hippo office for 3 days/week
• Schedule requirements: Must be able to work 8-hour shift Mon – Fri. between 7AM – 8PM AND possibly Saturdays between 9AM – 6PM.

Benefits and Perks:

Hippo treats its team members with the same level of dedication and care as we do our customers, which is why we’re fortunate to provide all of our Hippos with:

• Healthy Hippos Benefits - Multiple medical plans to choose from and 100% employer covered dental & vision plans for our team members and their families. We also offer a 401(k) retirement plan, short & long-term disability, employer-paid life insurance,
• Flexible Spending Accounts (FSA) for health and dependent care, and an Employee Assistance Program (EAP)
• Training and Career Growth - Training and internal career growth opportunities
• Flexible Time Off - You know when and how you should recharge
• Little Hippos Program - We offer 12 weeks of parental leave for primary and secondary caregivers
• Hippo Habitat - Snacks and drinks available and catered lunches for onsite employees

Hippo is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion.

Hippo’s applicants are considered solely based on their qualifications, without regard to an applicant’s disability or need for accommodation. Any Hippo applicant who requires reasonable accommodations during the application process should contact the Hippo’s People Team to make the need for an accommodation known.