Supervisor, Customer Experience (CX)

We’re Sandbox, a mutual insurance company built on the principles of creating, learning, growing, and having fun doing it. We’ve been around for over a century now, with a focus on one thing:

Delightfully Simple Insurance.

Sandbox is inclusive, engaging, and growing incredibly fast, so working with us is actually exciting! If you’re ready for the next step in your career, join the Sandbox team!

As our Supervisor, Customer Experience, you will be responsible for leading the Customer Care team, ensuring the team delivers seamless, customer centric service that aligns with Sandbox’s goal to provide delightfully simple insurance. This role provides frontline leadership, monitors performance metrics, supports the implementation of CX strategies, and serves as a member of the management team and contributes to the development of corporate strategy and future planning. Get ready to make a real difference in the lives of Sandbox employees!

WHY YOU’LL WANT TO BUILD WITH US

Well, because Sandbox really is a sandbox — a giant playground for grown-ups who want to laugh, be creative, work dynamically, and take on new opportunities. No matter who you are, Sandbox is an extraordinarily welcoming and giving place! Like, extra-extraordinarily. And it’s all because of our people.

On top of our incredible culture and amazing people, we also offer a bunch of awesome perks, like:

• Payday Perks: Competitive annual salary!
• Level Up: Tons of opportunities for professional development – on us
• Health & Wellness: Great benefits for you and your family, like dental and health and wellness spending accounts
• Vacation Goals: Annual paid vacation time, so you don’t have to put your travel dreams on hold
• Best of Both Worlds: A hybrid work program, when applicable
• Bonus Days: A paid, Earned Day Off (EDO) every three weeks. That’s like 17 extra vacation days a year!
• Parking: Free electrified parking at our head office
• Community Care: Two paid days a year to volunteer for causes that matter to you (on company time!)
• Ride into the Sunset: DC pension plan, and what’s even better—we match 6% of contributions 

DIVE IN AND MAKE A SPLASH EVERY DAY BY:

• Plunging into coach and mentor a high functioning team that delivers on Sandbox’s promise to provide policyholders and brokers delightfully simple insurance.
• Supervises the day-to-day operations of the Customer Care team including Customer Care Representatives and the Customer Care Specialist.
• Monitors and reports on Key Performance Indicators (KPIs) and performance against Service Level Standards to allow Sandbox to evaluate service performance across the organization.
• Uses data insights to improve Sandbox’s employee experience through streamlined workflows and improved operational efficiencies.
• Evaluates trends in customer interactions to identify pain points and recommends service improvements that will set Sandbox apart from our competitors.
• Assists in updating and refining Standard Operating Procedures (SOPs) to ensure efficiency and compliance.
• Support continuous learning initiatives to improve service standards.
• Leads the recruitment, professional development, and performance management of the Customer Care team.
• Acts as a role model who supports a delightfully simple insurance experience and a positive organizational culture.
• Perform other duties as required. 

WHAT YOU BRING TO SANDBOX:

• Education: University degree or diploma in Business Administration, Commerce, Economics, Communications, or combination of relevant education and experience in a related field.
• Experience Counts: Three to five (3-5) years’ customer service experience, coupled with two (2) or more years’ demonstrated experience leading and managing high performing teams. Call centre experience a definite asset.
• CX Wizard: Understanding of CX best practices and proven ability to implement CX strategies. Experience within a call centre or service centre environment is a definite asset.
• Master Communicator: Ability to communicate clearly and effectively and manage multiple tasks and deadlines despite interruption.
• Analytical Detective: Understanding of analytical software, dashboards, and reporting to visualize, articulate, conceptualize, or solve problems by making decisions that are logical and reasonable given the available information.
• People Person: Friendliness and interpersonal communication skills — the ability to maintain effective working relationships with team members and encouragement of company culture

COME OUT TO PLAY

Well, you’ve made it this far! Looks like you might be a potential fit, email your resume to [email protected] mention “Supervisor, Customer Experience SP #423” in the subject line, and attach your resume and cover letter.

We thank all interested candidates; however, only those considered for an interview will be contacted.