About Extend:
Extend is modernizing the $100 billion-per-year protection plan industry using cutting-edge technology and top-notch customer service.
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Our technology-forward omnichannel and API-first solution allows any merchant to offer protection plans, both online and in store, while also providing a merchant's end customers with a vastly improved and modern support experience that eliminates many of the issues customers face today with legacy underwriters. More recently, Extend also launched a shipping protection solution, covering consumers in the case of lost, damaged or stolen packages. This is further expanding the company's addressable market and value creation for merchants.We are a venture-backed startup in downtown San Francisco led by founders who have previously had multiple successful exits. Extend simplifies the technology stack for the product and shipping protection industries.
About the Role:
Our Operations team is responsible for onboarding merchants, determining eligible products, taking excellent care of customers, maintaining our service network, and coordinating with our insurance partners in developing new warranty products to support all programs across the enterprise. We promise you'll never get bored, and there will always be things to learn, growth opportunities, and tough problems to solve.
You will work closely with customer product claims to deliver efficient closure while providing an outstanding personal touch and WOW-level service. Your engagement with customers goes above and beyond to deliver an industry-leading customer experience.
What We're Looking For:
- Strong verbal and written communication skills in line with Extend's brand and tone.
- Natural curiosity to grow, be creative and be self-driven.
- Proven tech-savvy experience.
- Industry game-changer in delivering prompt and efficient claims resolution.
Responsibilities:
- Review and adjudicate claims in compliance with terms and conditions.
- Drive claim resolution rates for fast turnaround and outstanding customer satisfaction.
- Strong communication skills both oral and written with the ability to translate processes into clear, useful, simple language.
- Communicate with customers to provide claim updates.
- Facilitate the flow of active claims to completion while ensuring 100% customer engagement.
- Assist in developing process flows as new and unique protection plans are sold.
- Make recommendations for automating redundant tasks and creating a seamless customer experience.
Preferred Experience, Skills, and Knowledge:
- Use and development in a ZenDesk environment.
- 3-5 years of customer service and claims adjudication preferably in a protection plan environment.
- Demonstrated ability to write and speak according to style, grammar, punctuation, voice, and tone standards.
Life at Extend:
- Working with a great team from diverse backgrounds in a collaborative and supportive environment.
- Competitive salary based on experience, with full medical and dental & vision benefits.
- Stock in an early-stage startup growing quickly.
- Very generous, flexible paid time off policy.
- 401(k) with Financial Guidance from Morgan Stanley.
- Remote-Friendly
