Head of Claims and Customer Support

Job Summary

Are you a strategic leader with a deep understanding of the warranty or insurance industry? Fair is seeking a Head of Customer Service & Claims to build and lead our Customer Service and Claims departments. In this pivotal role, you’ll design and implement an end-to-end customer experience that reflects Fair’s commitment to transparency, fast claims handling, and customer-first service. This position will set the foundation for Fair’s Customer Service and Claims teams, with an emphasis on scalable processes, a proactive support culture, and a streamlined claims experience.

Key Responsibilities

• Department Development: Design, build, and scale Fair’s Customer Service and Claims departments to meet the demands of a rapidly growing company. Create clear workflows and scalable practices that align with Fair’s service goals.
• Claims Process Innovation: Develop and implement an industry-leading, digital-first claims process that meets Fair’s 12-hour SLA target. Create a segmented claims approach (Tier 1 for straightforward claims, Tier 2 for complex claims) to ensure fast and efficient handling while maintaining high customer satisfaction.
• Customer Journey Optimization: Design and oversee a customer journey that prioritizes clear, empathetic communication and quick issue resolution. Foster a culture of proactive customer support where issues are resolved swiftly and thoroughly.
• Team Building & Leadership: Hire, train, and lead a team of customer service and claims specialists. Establish best practices, foster continuous improvement, and develop a strong sense of ownership across the team.
• Cross-Functional Collaboration: Work closely with Product, Risk, and Marketing teams to align on support strategies, integrate customer feedback, and ensure product and service enhancements are informed by real customer needs.
• Data-Driven Insights: Use data and customer feedback to track key performance indicators (KPIs) such as customer satisfaction, response times, and claims resolution rates. Continuously improve processes based on insights to enhance the customer experience and operational efficiency.
• Technology & Automation: Partner with the tech team to implement automation and digital tools that streamline workflows, improve claim handling speed, and reduce manual efforts. Leverage CRM and customer support tools to centralize data and improve service visibility.

Key to Success

• Industry Expertise: Extensive experience in warranty or insurance customer service/claims, with a strong grasp of the unique demands of this sector.
• Leadership & Team Development: Demonstrated ability to recruit, develop, and retain high-performing customer service and claims teams.
• Customer-Centric Mindset: Deep understanding of what it takes to build a positive, customer-first service culture in a high-touch industry.
• Analytical Skills: Ability to interpret data to identify trends, drive process improvements, and enhance team performance.
• Operational Efficiency: Skilled in developing and implementing efficient workflows that reduce friction without sacrificing quality.
• Adaptability: Able to thrive in a fast-paced, evolving environment with a proactive, solutions-focused approach.
• Communication: Exceptional communication skills to work cross-functionally with internal teams and foster a positive, collaborative environment.

Qualifications

• Bachelor’s degree required; advanced degree or equivalent experience preferred.
• 5+ years of leadership experience in customer service or claims, preferably in the warranty or insurance industry.
• Proven experience in process optimization, data analysis, and team management.
• Strong familiarity with customer support and claims management software.

About Fair

Fair is transforming the auto warranty industry through transparency, efficiency, and customer-focused protection plans. We are redefining the way drivers protect their vehicles with clear, accessible, and valuable warranties. Our team is empowered to lead, innovate, and deliver an exceptional customer experience. Join us to shape the future of vehicle protection and build a customer service and claims operation that sets new standards for the industry.