We are the Life360 customer care team. Our mission is to provide exceptional customer support and bring insights back to the different teams within Life360. Our vision is to always exceed our member’s expectations. We accomplish our mission and vision by helping our customers through many different avenues; these include self-help through our Help Centers, assisted help through our Bot, email, chat, and limited phone support. Our values as a team align with our company values.

Be a Good Person – We deliver honesty/integrity when communicating with each other and our members.

Be Direct with Respect – When working with each other and our members, we are courteous and straightforward.

Members before Metrics – We create effortless experiences for our customers.

High Intensity, High Impact – We resolve every member issue.

As a team member, you can expect to be supported as you learn and grow, not only from your supervisor but from all team members. You will receive frequent feedback to help you grow to the next level in your career. We expect you to bring your best each day and help us to create excellent member experiences.

About The Job

We are seeking an experienced Customer Care Administrator focusing on quality to evaluate and improve our customer experience. The ideal candidate will have a strong understanding of the lifecycle of the customer interaction from start to finish. You will be responsible for evaluating all aspects of the customer interaction, including Quality Monitoring, Help Center and Bot interactions.

The salary range for this position is $80,000 – $105,000. We take into consideration an individual’s background and experience in determining final salary- therefore, base pay offered may vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits, as well as equity.

What You’ll Do

  • Analyze the customer experience from start to finish and propose improvements to enhance customer satisfaction (CSAT), customer effort (CES), and Resolution.
  • Lead the Quality Assurance program while partnering with the vendor’s Quality Team to implement best practices and tools from across the industry to ensure high-quality service is being delivered in all customer interactions.
  • Evaluate Help Center articles, Chat Bot interactions, and AI first response emails to ensure quality standards are met.
  • Implement and manage the quality system, managing all customer interactions.
  • Drive continuous improvement by collaborating closely with cross-functional teams, including Customer Care, Product Management, and Engineering.

What We’re Looking For

  • Bachelor’s degree in Data Analytics, or related field, or equivalent experience.
  • 5+ years of experience in customer service.
  • 2+ years of experience with data analysis and interpretation.
  • Bonus – Experience in conversational AI or chatbots.
  • Familiarity with Zendesk, our customer service platform; with Nice Reply, our survey provider; and quality monitoring platforms.
  • Strong problem-solving skills.
  • Excellent communication and teamwork skills.
  • Ability to travel internationally.

Our Benefits

  • Competitive pay and benefits
  • Medical, dental, vision, life and disability insurance plans (100% paid for employees)
  • 401(k) plan with company matching program
  • Mental Wellness Program & Employee Assistance Program (EAP) for mental well being
  • Flexible PTO, 13 company wide days off throughout the year & paid Holiday Shutdown
  • Learning & Development programs
  • Equipment, tools, and reimbursement support for a productive remote environment
  • Free Life360 Platinum Membership for your preferred circle
  • Free Tile Products
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