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About the Role
Hippo is seeking a customer service and support evangelist to lead our support team and assist customers via multiple channels. This role involves working closely with the Director of IT to drive team direction and implement improvements to internal tools, documentation, and processes that impact the business. The ideal candidate will excel at building relationships, leading projects, utilizing metrics for change, and providing an exceptional customer service experience, with a passion for mentorship and development.
Responsibilities
- Leverage AI tools to innovate and improve efficiency with Helpdesk processes
- Co-manage & administer our SaaS environment, including identity access management (SSO integrations), O365, and other major platforms
- Create comprehensive policy and process documentation for both IT staff and Hippo employees
- Manage team performance globally (U.S., Poland) through Service Level Objectives, ensuring commitments to Hippo are met and exceeded
- Lead cross-functional projects as a key stakeholder, highlighting and championing company impact including user experience, security, infrastructure, and others
- Translate project requirements into actionable objectives and deadlines for IT Support staff
- Identify gaps in current technology, systems, and operations, and engineer scalable solutions
- Provide hands-on technical and policy escalation support
Requirements
- 6+ years of experience in a modern IT Support environment
- 3+ years of experience managing/leading projects
- 2+ year(s) of people management or team leadership experience
- Hands-on experience managing/administering modern identity providers, device management, and other enterprise tools like Slack, Teams, Zoom, etc.
- Subject matter expert in one or more modern enterprise tools
- Experience with video conferencing solutions and support
- Extensive technical knowledge of recent desktop operating systems (I.e. macOS, Windows)
- Strong understanding of support ticket management, tracking metrics and trends, and defining/enforcing best practices
- Excellent communication and interpersonal skills to interact with key stakeholders in partner teams and company leadership
- Strong attention to detail and a passion for correctness
- Passion for continuous improvement, scalability, and the user experience
Skills
- Identity access management
- SSO integrations
- O365 administration
- Slack
- Teams
- Zoom
- Video conferencing solutions
- macOS
- Windows
- Support ticket management
Location
- Austin, TX
- Dallas, TX
Work Type
- Hybrid
Experience Level
- Manager
- 6+ years of experience in a modern IT Support environment
- 3+ years of experience managing/leading projects
- 2+ year(s) of people management or team leadership experience
Benefits
- Multiple medical plan options
- 100% covered dental and vision for you and your family
- Wellness program that rewards healthy habits
- 401(k)-retirement plan
- Short & long-term disability
- Employer-paid life insurance
- Flexible Spending Accounts (FSA) for health and dependent care
- Employee Assistance Program (EAP)
- Equity compensation
- Training and internal career growth opportunities
- Flexible Time Off
- 12 weeks of parental leave for primary and secondary caregivers
- Snacks and drinks available
- Catered lunches for onsite employees
About the Company
- Hippo was built on a promise: make homeownership effortless. Nearly a decade later, that mission still drives us. We use technology and data to help our customers stay ahead of problems and protect what matters most.
- Today, that same tech-native approach powers our work beyond homeowners. Hippo operates as a diversified carrier platform, partnering with MGAs to deliver tailored program solutions that help them grow and deliver better customer experiences.
- Behind that work is a team that values ownership, curiosity, collaboration, and continuous improvement.
- If you're energized by building what's next, we'd love to meet you.
Equal Opportunity
- Hippo is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion.
- Hippo’s applicants are considered solely based on their qualifications, without regard to an applicant’s disability or need for accommodation.
- Any Hippo applicant who requires reasonable accommodations during the application process should contact the Hippo’s People Team to make the need for an accommodation known.