Customer Success Advocate

Venteur is building the health insurance system of the future —- one that is more affordable, simple, portable, and, most importantly, gives individuals a greater voice in their healthcare decision-making. We work with businesses to take advantage of this new way of providing health insurance. Instead of offering a traditional, one-size-fits-all group health insurance plan, businesses set up an Individual Coverage Health Reimbursement Arrangement (ICHRA) and give their employees tax-free money to buy health insurance. 

As a seed-stage startup, Venteur invites team members to help build the company of their dreams: your voice will contribute to building our culture and our processes to enable us to build the health insurance system of the future.  

*Note: We are only looking to hire those candidates based in the United States.

About the Customer Success Advocate Position 

Our Customer Success Team is the heart of Venteur. This role is an opportunity to make a huge difference in someone's life. You will directly engage with the employees and employers that we serve. On a daily basis, we help families save thousands of dollars on their health care and provide expert support to our customers in helping them to navigate the ins and outs of their health insurance plans. 

You'll work as part of a team of skilled health insurance brokers who go above and beyond to advocate for our customers. As part of the job, we'll help you to obtain your required health insurance brokerage license. Health insurance is notoriously complex, so we don't expect you to know everything upfront. We're looking for individuals who are curious investigators and willing to learn. We're also looking for exceptional problem-solvers and empathetic communicators. 

• Handle a high number of incoming requests via phone call or email, and demonstrate the ability to problem solve for the best possible customer outcome    
• Using meticulous attention to detail and an ample dose of empathy, identify and fully understand customers' needs to deliver complete satisfaction 
• Provide accurate, valid, and comprehensive information by using the right methods/tools 
• Manage complaints, provide proper solutions and options within the time limits; follow up to ensure resolution 
• Keep records of customer interactions, process customer accounts, and file documents according to a high standard of quality and compliance 
• Follow communication procedures, guidelines, and policies using remote work best practices and a commitment to accountability  
• Accept ownership of new projects while collaborating with other internal teams to meet deadlines 

• 3-5 years of experience in complex customer service or account management roles 
• Strong phone administration skills and active listening capabilities 
• Experience with CRM systems and practices required; competency with reporting and database tools a plus   
• Exceptional verbal and written communication and presentation skills 
• Demonstrated ability to work independently, multi-task, take ownership of tasks and projects, and proactively seek clarification to understand requirements or achieve resolution 
• Resiliency when faced with new problems to solve, comfortable taking the initiative to research the problem independently and share your proposed solution    
• Strong sense of ethics and demonstrated commitment to integrity 
• Ability to obtain a health insurance brokerage license (existing license is a plus) 
• You are empathetic with users, both internal and external, and strive to create a better experience for all customers  
• Your communication and problem-solving skills have been honed on remote teams, so you know how important it is to lean on unambiguous, asynchronous written communication, leave a trail of thinking, and capture decisions using tools that enable easy discovery for your teammates 
• Fluency in Spanish is a plus 

• Health, dental, and vision benefits 
• 401(k) 
• Unlimited paid time off 
• Offsite company trips 

Venteur is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. 

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