Job Description
About Extend:
Extend is revolutionizing the post-purchase experience for retailers and their customers by providing merchants with AI-driven solutions that enhance customer satisfaction and drive revenue growth. Our comprehensive platform offers automated customer service handling, seamless returns/exchange management, end-to-end automated fulfillment, and product protection and shipping protection alongside Extend’s best-in-class fraud detection. By integrating leading-edge technology with exceptional customer service, Extend empowers businesses to build trust and loyalty among consumers while reducing costs and increasing profits.
Today, Extend works with more than 1,000 leading merchant partners across industries, including fashion/apparel, cosmetics, furniture, jewelry, consumer electronics, auto parts, sports and fitness, and much more. Extend is backed by some of the most prominent technology investors in the industry, and our headquarters is in downtown San Francisco.
Job Summary:
The Customer Care Supervisor leads a Claims Support team responsible for resolving complex and escalated customer issues. This role owns daily operations, quality, and KPI performance while coaching and developing team members through 1:1s and performance management. The Supervisor partners closely with Engineering, Product, and Partner teams to resolve system issues in real time and ensure customers receive accurate, compliant, and timely resolutions in a fast-paced, high-accountability environment.
Key Responsibilities:
- Oversee daily claim workflows ensuring accuracy, timeliness and adherence to compliance requirements within Required SLAs.
- Own team performance across CSAT, Quality, Productivity, Aging, and SLA, translating results into clear action plans.
- Coach and develop team members through 1:1s, performance management and targeted development plans.
- Conduct regular quality audits leveraging findings for targeted coaching and process refinement
- Serve as the escalation lead for high-risk and executive-level customer issues.
- Partner cross-functionally to resolve real-time system issues and workflow failures.
- Provide clear, data-driven reporting and insights to leadership while fostering a high-ownership, customer-first, compliant culture.
Qualifications:
- Minimum of 5 years experience in claims management, contact center operations, or BPO management
- Experience managing remote agents
- Experience managing both voice and written channels in contact center operations
- Strong analytical skills with the ability to interpret data and make data-driven decisions
- Excellent communication and interpersonal skills
- Proficiency in data and reporting tools (e.g., Google Suite, Excel, Tableau)
- Problem-solving mindset with a proactive approach to identifying and resolving issues
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing business needs
- Self driven with a strong sense of urgency, able to prioritize and manage multiple tasks efficiently in a fast paced environment
Working Conditions:
- Fully remote position
Expected Pay Range: $68,000 - $72,000 per year salaried*
\* The target base salary range for this position is listed above. Individual salaries are determined based on a number of factors including, but not limited to, job-related knowledge, skills and experience.
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.
- Generous, flexible paid time off policy.
- 401(k) with Financial Guidance from Morgan Stanley.
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