Senior Manager, Customer Operations (Remote First)

About Us: Zensurance is redefining commercial insurance for Canadian businesses. As a leading InsurTech, we make getting the right coverage simple, fast, and accessible through a digital-first experience. Our platform combines advanced technology with deep industry expertise to deliver tailored insurance solutions that help businesses thrive. Zensurance has been recognized for its rapid growth and industry impact: ✅ Deloitte’s Technology Fast 50 (2023, 2024, 2025) ✅ Deloitte’s Technology Fast 500 (2024, 2025) ✅ Top Insurance Employers (2022) At Zensurance, we value ownership, collaboration, and innovation. Our team thrives on solving complex challenges, challenging the status quo, and making a real impact in an industry ready for change. If you're looking to build something meaningful in a fast-growing, customer-focused company, we’d love to hear from you! Reporting to the Sales Director, you’ll partner with Sales Operations to define the strategic vision and day-to-day execution of the Accounts Management department. You’ll oversee our Commercial Insurance Accounts Team, building the high-velocity processes and workflows necessary to ensure a seamless customer journey. As a leader of leaders, you’ll navigate performance conversations with empathy while translating company objectives into measurable outcomes. We’e looking for an operational expert with deep experience in high-volume Customer Support environments. Insurance experience is not required. We have plenty of industry experts on the team to support you. What we need is your ability to scale high-trust, high-performing teams and drive a relentless focus on the customer experience. Compensation: At Zensurance, we hire for talent and potential. The total cash compensation range including OTE for this role is $117,000, with a top earning potential of $142,000. The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees may also be eligible for performance-based case incentive awards. Join Our Sales Team - Empowering Businesses, Building Careers At Zensurance, we believe sales is about building relationships, providing value, and growing together. Here's what makes our team special: ✔ We Fuel Your Growth We invest in your learning with a broad training schedule in your first three months. We have an open feedback culture and provide constant goal setting to help you advance your career. ✔ A Culture of Support & Innovation You'll have the software and technology to manage client interactions, including our in-house Broker Management System (BMS). We give you the tools you need to succeed. ✔ Delivering Value to Canadian Businesses You'll empower Canadian small businesses with a simple approach to insurance. We work with over 50 providers, using our technology to quickly compare quotes. You'll provide expert advice, ensuring clients get the best coverage and price, with in-house claims support. ✔ Leaders Who Support Your Success Our sales leaders mentor and guide you, offering regular one-on-one meetings and daily team support. ✔ Clear Career Growth Our well-defined growth tracks show you what's needed to take your career to the next level, aligning with your skills and ambitions. Benefits & Perks at Zensurance: At Zensurance, we know that when our people thrive, so does our business. That’s why we offer a flexible, people-first work environment designed to support your well-being, growth, and success. If you're looking for a team that values learning, collaboration, and impactful work, we’d love to meet you! 💻 Work Your Way • Remote-first setup for added flexibility • Home office allowance to create a comfortable workspace • Top-tier tech: "Office in a box" with all necessary tech equipment • Half days before public holidays: Enjoy half days before long weekends ❤️ Your Health, Your Way • Flexible health and dental plans for families, including mental health support • Health & personal spending accounts to invest in wellness your way • Parental leave top-up, because family comes first 🚀 Investing in Your Growth • Education assistance reimbursement for courses, conferences, books, and memberships • Opportunities to learn from industry experts and grow your career 🤝 Staying Connected • Weekly Friday huddles to share updates and connect across teams • Virtual & in-person team-building events to strengthen our culture We’re building something special. Come be a part of it! Who We Are: Business is hard work, but insurance doesn’t have to be! We empower business owners with simple, tech-driven insurance solutions through our online platform. Our success is fueled by our team-oriented culture and four core values: DELIVER – We set ambitious goals and achieve them. INCLUDE– We foster an open and safe space for all. INTEGRITY– We do what’s right. INVENT– We create straightforward, innovative solutions. AI Tools and Your Interview: We know AI is a valuable tool, and you're welcome to use it to prepare for your interview. However, please don't use AI assistants during the live interview itself. We want to have an authentic conversation with you, and using AI during the interview could affect our evaluation of your suitability for the role. Just so you know, we use an AI scribe to help us take notes and review interviews, ensuring a fair and clear process. Diversity & Inclusion: Zensurance celebrates diversity and is committed to creating an inclusive environment. We welcome applications from all backgrounds and provide accommodations throughout the hiring process. If you need support, let us know, we’re here to help. Thank You! We review every application with care to find the best fit for our team. While we may take a little time to get back to you due to the high volume of applications we receive, know that a real human (not a bot!) is reviewing yours. We appreciate your patience and can't wait to learn more about you! Responsibilities: Leadership Development: Coach and mentor your Team Leads to ensure they’re effectively supporting and growing their own teams. Cross-Functional Leadership: Partner with SalesOps to build long-term strategy and deliver on daily operational goals. Service Excellence: Use your strong customer support background to set a high bar for service standards. You’ll monitor call and email volume and performance at both the agent and team levels. Operational Excellence: Own process improvements across Zendesk and Salesforce to enhance both the employee and customer experience. Organizational Presence: Lead high-visibility forums, including Monthly Business Reviews with C-Suite stakeholders and Town Halls for groups of 50+, ensuring alignment across the department. Performance Management: Work proactively with HR to manage performance, teaching your leads how to navigate these processes with deep care for the individual. Headcount Planning: Partner with SalesOps to review forecasts and hiring needs, staying ahead of capacity to ensure we meet high-volume demands. High-Velocity Environment: Leverage your experience in high-speed, high-ticket, or high-volume service environments to make quick, impactful decisions. Requirements: Leading Leaders: 8+ years in leadership roles, with demonstrated experience as a "leader of leaders" focused on mentoring management-level staff. High-Volume Operations: 5+ years of experience in operational support, call center management, or service delivery. You have a track record of improving team-wide service metrics and understand the "rhythm" of a high-velocity environment. Strategic Workflow: Strong understanding of frontline workflows, customer satisfaction drivers, and "one-touch" solutions. Technical Proficiency: Deep experience in Zendesk and Salesforce, as well as modern Call Center Phone Systems. Workforce Management: Strong understanding of Call, Chat, and Email KPIs, scheduling processes, and real-time operations. Customer Journey Mapping: Experience mapping complex journeys and simplifying processes to improve efficiency. Strategic Growth: The ability to drive process improvements that deliver growth in line with business goals. Insurance & Licensing: We value your operational expertise above all else. While we deal in insurance, we’re prepared to help the right leader bridge the industry gap: Insurance Expertise: 4+ years of experience in commercial insurance is a "nice to have," but not a dealbreaker. Licensing: You’ll be required to obtain a valid RIBO license after hiring (we’ll support you through this process). Industry Designations: CIP, CRM, or CAIB designations are preferred, but can be pursued once you’re settled in the role.

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