Customer Care Administrator II - Quality

Life360 is a Remote First company, which means a remote work environment will be the primary experience for all employees. All positions, unless otherwise specified, can be performed remotely (within the US) regardless of any specified location above. 

At Life360, we’re on a mission to simplify safety so families can live fully. Everyday more than 58 million members across 195 countries trust us to protect and connect their loved ones at home, on the road, and on the go.

From real-time location updates to keep everyone coordinated, to Crash Detection and 24/7 Roadside Assistance, Life360 is designed to free families from everyday worries. Our range of Driving Safety, Digital Safety, Location Safety, and Personal Safety features are there to keep our members safe every step of the way.

Life360 has more than 500 (and growing!) remote-first employees.

In 2021, Life360 acquired Tile, the pioneer in finding technology, and Jiobit, one of the top real-time location monitoring platforms for families. These expanded offerings mark an important step forward towards achieving our vision of being the world's leading platform for people, pets and things.

Life360 is a Remote First company, which means a remote work environment will be the primary experience for all employees. All positions, unless otherwise specified, can be performed remotely (within the US) regardless of any specified location above.

We are the Life360 customer care team. Our mission is to provide exceptional customer support and bring insights back to the different teams within Life360. Our vision is to always exceed our member’s expectations. We accomplish our mission and vision by helping our customers through many different avenues; these include self-help through our Help Centers, assisted help through our Bot, email, chat, and limited phone support. Our values as a team align with our company values. 

Be a Good Person - We deliver honesty/integrity when communicating with each other and our members.

Be Direct with Respect - When working with each other and our members, we are courteous and straightforward.

Members before Metrics - We create effortless experiences for our customers.

High Intensity, High Impact - We resolve every member issue.

As a team member, you can expect to be supported as you learn and grow, not only from your supervisor but from all team members. You will receive frequent feedback to help you grow to the next level in your career. We expect you to bring your best each day and help us to create excellent member experiences.

We are seeking an experienced Customer Care Administrator focusing on quality to evaluate and improve our customer experience. The ideal candidate will have a strong understanding of the lifecycle of the customer interaction from start to finish. You will be responsible for evaluating all aspects of the customer interaction, including Quality Monitoring, Help Center and Bot interactions. 

The salary range for this position is $80,000 - $105,000. We take into consideration an individual's background and experience in determining final salary- therefore, base pay offered may vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits, as well as equity.

• Analyze the customer experience from start to finish and propose improvements to enhance customer satisfaction (CSAT), customer effort (CES), and Resolution.
• Lead the Quality Assurance program while partnering with the vendor’s Quality Team to implement best practices and tools from across the industry to ensure high-quality service is being delivered in all customer interactions. 
• Evaluate Help Center articles, Chat Bot interactions, and AI first response emails to ensure quality standards are met.  
• Implement and manage the quality system, managing all customer interactions.
• Drive continuous improvement by collaborating closely with cross-functional teams, including Customer Care, Product Management, and Engineering.

• Bachelor's degree in Data Analytics, or related field, or equivalent experience.
• 5+ years of experience in customer service.
• 2+ years of experience with data analysis and interpretation.
• Bonus - Experience in conversational AI or chatbots.
• Familiarity with Zendesk, our customer service platform; with Nice Reply, our survey provider; and quality monitoring platforms.
• Strong problem-solving skills.
• Excellent communication and teamwork skills.
• Ability to travel internationally.

• Competitive pay and benefits
• Medical, dental, vision, life and disability insurance plans (100% paid for employees)
• 401(k) plan with company matching program
• Mental Wellness Program & Employee Assistance Program (EAP) for mental well being
• Flexible PTO, 13 company wide days off throughout the year & paid Holiday Shutdown
• Learning & Development programs
• Equipment, tools, and reimbursement support for a productive remote environment
• Free Life360 Platinum Membership for your preferred circle
• Free Tile Products

Our company’s mission driven culture is guided by our shared values to create a trusted work environment where you can bring your authentic self to work and make a positive difference 

• Be a Good Person - We have a team of high integrity people you can trust. 
• Be Direct With Respect - We communicate directly, even when it’s hard.
• Members Before Metrics - We focus on building an exceptional experience for families. 
• High Intensity High Impact - We do whatever it takes to get the job done. 

We believe that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers better results. Together, we continue to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our employees. It fuels our innovation and connects us closer to our customers and the communities we serve. We strive to create a workplace that reflects the communities we serve and where everyone feels empowered to bring their authentic best selves to work.

We are an equal opportunity employer and value diversity at Life360. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any legally protected status.  

We encourage people of all backgrounds to apply. We believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful. Even if you don’t meet 100% of the below qualifications, you should still seriously consider applying!

 

#LI-Remote

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