Clutter is an on-demand, technology company based in Los Angeles that is disrupting the $50B/year self-storage and moving industries. We’ve built an end-to-end logistics and supply chain platform, enabling us to offer consumers a much more convenient solution at price parity with the incumbents. We’ve raised $300M from a number of VCs, including Softbank, Sequoia Capital, Atomico and GV (formerly Google Ventures). We have 1,000+ team members and tens of thousands of customers in 7 major markets across the US with plans to be in 50+ markets, domestically and internationally, within the next 5 years!

At Clutter, we're fortunate to be providing a consumer value proposition that people love and one that makes economic sense - a true product/market fit that few startups ever find. To deliver on our promise to consumers, team members and investors, we've focused on hiring, training and retaining exceptional individuals. This means that we have a very thorough interview process and maintain high performance expectations, but we'll always be transparent with you and respectful of your time.

The opportunity:

We are looking for an exceptional Claims Support Manager with a passion for coaching support teams and creating effortless customer experiences. The Care team, which consists of 20-30 agents, provides phone and email support to Clutter’s customers nationally. The Claims Support Manager will directly manage, train, and coach agents and will be responsible for resolving escalated customer issues. This role reports to our Trust and Safety Manager and is based in our office in Fox Hills (near LAX).

What you'll do:

• Coach: Create an environment of continuous training and development that sets agents up for success
• Manage: Own your team of 7 agents' daily performance and performance manage the team based on metrics
• Communicate: Resolve escalated and complex customer issues through phone, social media, and claims
• Collaborate: Partner with Customer Experience leadership, Operations, and Product teams to cultivate an unparalleled customer experience
• Process: Directly assign claims responsibilities to each team member and ensure adherence to process and execution

What we’re looking for:

• Bachelor’s degree required
• 3+ years of customer-facing leadership experience
• Strong written and verbal communication skills
• Direct experience coaching a phone-based care or support team
• Comfortable delivering frequent direct written and oral feedback
• Demonstrated ability to handle multiple priorities and successfully resolve escalated situations
• Confidence leveraging data to identify breaks in process and areas for improvement

Clutter is committed to fostering a fair, inclusive, and equal work environment. We strive to create a workplace that reflects the communities that we serve, where each team member is empowered to come to work as their true self. Diverse teams are more successful, which is why Clutter aims to be a leader in workplace equality and move both our company and the industry forward.