Customer Experience Associate, Outreach

About Ladder

We saw a problem within the life insurance industry: getting covered took too long, involved too much paperwork, and required too many in-person meetings with salesy agents. Having lost his father at a young age, our CEO, Jamie, was determined to make it easier for people to get the coverage they needed to provide for their families. So, we got to work. We developed a method of real-time underwriting and, in doing so, reduced the months-long process of applying for life insurance to minutes. Our digital experience is quick (instant decisions!), loved by users (check out our Trustpilot or Google reviews) and prolific ($60 billion+ in coverage provided).

About the role

The Ladder Sales Outreach team is hiring a CX Outreach Associate to bring our mission to life. This role will be the face of our company and assist potential Ladder customers. You will reach out to interested people via SMS, phone, email, and live chat to guide them through buying a life insurance policy that fits their needs.

If you're interested in doing mission-driven work with smart, caring people, we’d love to hear from you.

How you'll make a difference

• Understand our customers and stay curious about how we can cultivate customer relationships to foster trust, ease concerns, and aid our team in achieving conversion and policy goals.
• Represent the voice of the customer to internal stakeholders
• Educate customers on our product and share information in a concise, personalized manner
• Take the extra step! Outreach reaches out to customers proactively. You will build trust by going above and beyond for our team and our customers
• Help customers find a life insurance policy by connecting Ladder’s benefits with the customer’s wants and needs
• Manage a pipeline of interested customers and tailor your approach and recommendations at scale

Who you are

• Experience in sales, account management, or a customer-facing role
• Willing to be licensed in life insurance (or already licensed!)
• Able to converse with customers and communicate complex ideas with clarity
• Be able to adapt to changes with agility and camaraderie with your team- We’re in this together!
• An open-ended listener who seeks to understand and address the customer’s needs
• Excellent time management and organizational skills

What we Offer

Whether you work in our beautiful office in Palo Alto or remotely, Ladder is highly collaborative and fun. To support you in your role, we offer fantastic perks and benefits that reflect our mission of care and support, including:

• Fun company-wide events | Whether we work locally or remotely, we genuinely enjoy spending time together. That’s why we plan fun virtual and in-person events to let loose and laugh.
• Work-from-home flexibility and support | We recognize that everyone's homelife is different and support remote and hybrid work. Upon joining, we provide a one-time remote office stipend for all team members and then a monthly stipend to cover WFH costs such as the internet.
• A rewarding 401k match program | We'll match up to 4% of your contributions as you save for your retirement goals.
• Flexible paid time off | Take the time that you need to rest and recharge, including our week-long winter holiday closure.
• A stocked, beautiful new office | Located in downtown Palo Alto, our office was specifically designed to accommodate all working styles. We've invested in technology to support our hybrid team, plus we provide office snacks and daily catered lunches so that team members can work well and have fun together.
• Paid parental leave | We think it's crucial that new parents have time to adjust to their new lives without worrying about work. For birthing parents, they are eligible for 6-8 weeks post delivery recovery. Afterwards, all parents inclusive of birthing, adoption, or fostering are eligible for ten weeks of paid baby bonding with a gentle phase-back program, where parents can return to work on a reduced schedule for the first month at full pay.
• Ladder Fit Program | Your health matters. That’s why Ladder provides a monthly reimbursement for wellness-related expenses.
• Stock options | We offer competitive stock option packages to participate in the success of building Ladder, including an extended option exercise window of 7 years after two years with Ladder.
• Commuter benefits | When you work from the office, you will receive pre-tax benefits for your commute and free parking.
• Excellent medical, dental, and vision coverage | We offer competitive healthcare,dental and vision plans for you and your family.

The base pay range targeted for this position is $60,000 - $73,000. This role is eligible for equity and benefits as shared above. Base pay is determined by market location and may vary depending on job-related knowledge, skills, and experience.

Ladder is building a diverse team of talented and enthusiastic people. We are an equal opportunity workplace. At Ladder, differences are celebrated and supported to benefit our people, product, and community. Let us know why you're interested in this position and what unique contributions you can make to the Ladder team. We look forward to hearing from you.

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements. We strongly encourage you to apply if you’re interested: we'd love to know how you can elevate our team with your unique experience!