We’re tackling the complex world of employee leave. Today, it’s fascinating and baffling how complicated the process is: going on leave (be it parental, medical, bereavement, or for any other reason) means talking to reps and wading through a mountain of government and insurance claims just to get your time off and income in moments when you’re the most stressed and busy. We talked to hundreds of employees and employers who had nightmare stories to tell, and wondered to ourselves why nobody had solved this yet.
Our mission is to take the work out of leave — removing all of the friction that exists today for both employees and employers — and be the #1 advocate for folks going through the process. It’s a really exciting space, and we’re moving incredibly fast on both product and user momentum.
Excited about taking the most frustrating insurance, banking, and finance processes out there and making them surprisingly delightful? We’d love to work with you.
As Cocoon’s Support Manager, you will lead, coach, and manage Cocoon’s support team members to achieve success in day-to-day functions like hitting SLAS and completing cases. You will set clear SLA expectations with your direct reports and effectively triage tiered support cases across the team. You will respond to escalated customer support issues, acting as a representative and as a face of Cocoon Support. You will work closely with the Product Operations team to implement and operationalize customer support processes to scale the team. You will act as a liaison with cross-functional team leads to resolve problems. You will own support metrics related to product and synthesize data to inform product roadmap.
At Cocoon, we believe that diversity, equity, inclusion, and belonging (DEIB) serve as the foundation for a successful team, product, and community. We’re committed to building a company where everyone can bring their authentic selves to work and be set up for success. Creating a diverse, equitable, and inclusive workforce requires ongoing effort and attention. We are committed to cultivating space for feedback and expanding our understanding of DEIB as our community grows.
The compensation range for this role is $120,000-140,000 to be determined through our interview process.
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