Job Description
About the Role
FUA Insurance is an independent agency in active growth mode. We are building a modern, scalable service organization that blends traditional on-site, face-to-face client service with a high-performing back-office team of virtual assistants (VAs). The Director of Customer Experience will own this build-out end-to-end, hiring and developing the people, designing the processes, and standing up the technology and workflows that let us scale service quality faster than we scale headcount.
This is a builder's role, not a caretaker's. You will inherit a small, capable team 3 client service representatives (CSRs) in our hub model and 5 VAs starting soon and a five-year mandate to grow the service organization to roughly 35 people across on-site CSRs and back-office VA support. You will report directly to the VP of Agency Development.
What You'll Own
- Tea...