Customer Support Lead

at Lula
Location Walton
Date Posted June 11, 2021
Category Call Centre / CustomerService
Job Type Not Specified


Insurance is broken, outdated, and does not meet the needs of today's modern economy. Customers pay fixed premiums that are not directly related to how often an asset is used or by an individual users risk profile. If you want insurance to work for today's modern economy, you need to break things up into episodes.

At Lula, we're building the future of insurance by creating the technological infrastructure (APIs) to change the way companies purchase and manage insurance. Our technology allows companies to insure assets by individual episodes, analyze risk profiles by more than 70+ risk metrics, and manage claims and policies.

We are looking for an experienced Customer Support Lead to help create scalable processes to ensure exceptional customer support and success.


  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Develop service procedures, policies and standards for customer support team
  • Keep accurate records and document customer support actions and discussions
  • Analyze statistics and compile accurate reports
  • Recruit, mentor and develop customer support specialists and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry's developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets


  • Active Florida 4-40 Customer Representative License is a plus
  • Proven working experience as a Customer Support Manager in a high growth industry is a plus
  • Experience in providing B2B type customer support in SaaS company
  • Excellent knowledge of management methods and techniques
  • Working knowledge of customer service software, databases and tools
  • Ability to think strategically and to lead
  • Advanced troubleshooting and multi-tasking skills
  • Strong client-facing and communication skills


  • Competitive compensation packages
  • Medical, dental and vision insurance
  • 14 vacation days
  • 10 sick days
  • 10 paid holidays
  • Bi-annual team retreats

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