Riskonnect

Compensation

Full Description

Why Join Us?  We explore ways to deliver new value, foster creativity and reach beyond boundaries. We use drive and commitment to energize, engage, and inspire others. We do what is important and strive for continuous improvement, work with passion, and purpose. We act with mutual respect, communicate fearlessly and collaborate to leverage our collective talents. At Riskonnect, we share this set of expectations and values. They guide us every day in every way. These values are more than words – they unite our organization and bring meaning and purpose to what we do.  #pioneer #spark #focus #community    The Team   Teamwork is the heart of Riskonnect. We thrive on collaboration, believing it's the key to our growth and innovation in risk management. We encourage feedback, offer advancement opportunities, and support continuous learning. Join us to experience a culture that values teamwork and embraces a collaborative mindset, where your success is our success.    The Opportunity  Riskonnect is seeking a leader who can design and manage the content, workflows, and processes that power AI-enabled customer support. This role ensures customers find answers quickly, support teams receive cases accurately, and AI tools are supported with clear, structured knowledge. Success in this role means fewer escalations, faster resolution, and a better customer experience.    Key Responsibilities:  Content & Knowledge Development  * Build and maintain the library of knowledge articles, FAQs, and self-service content that feeds AI deflection tools. * Partner with Support, Services, and Customer Success Managers to capture recurring issues and convert them into self-help resources. * Establish a process for continuous content refresh and accuracy reviews. Workflow Design & Case Routing  * Design case intake flows that ensure the right details are captured at creation (and routed/resolved through automation) * Define routing rules and escalation workflows that improve accuracy and speed of case assignment. * Partner with frontline teams to test and refine workflows based on customer and agent feedback. Operational Excellence  * Standardize case categories, tags, and metadata to ensure AI and humans can classify cases consistently. * Monitor trends in misrouted or escalated cases and adjust workflows to close gaps. * Build playbooks for high-priority case types to reduce variability and improve first-time resolution. Cross-Functional Collaboration  * Work closely with Support Operations and Internal Operations to prioritize projects, tasks, and timelines for CRM releases * Work with Support leadership to align workflows with SLAs and customer commitments. * Partner with Customer Success to ensure proactive communication and education on Support Portal usage, updates, and notifications. * Provide structured feedback to R&D and Product teams on recurring issues identified through cases. Performance & Reporting  * Track deflection rates, routing accuracy, and content utilization. * Report results to leadership and recommend workflow/content adjustments to improve efficiency. * Highlight success stories where workflow/content changes directly improved customer outcomes. Success Measures  * Increased case deflection rate through self-service/AI content. * Higher case routing accuracy (fewer reassignments and escalations). * Reduction in resolution time for common issue types. * Improved customer satisfaction with case intake and resolution experience.  Skills & Experience  * Strong background in customer support operations, knowledge management, or workflow/process design. * Ability to translate recurring customer issues into usable content and structured workflows. * Excellent communication skills to collaborate across Support, Services, and Product teams. * Experience with knowledge bases, workflow tools, and CRM systems (IE: Salesforce)   WHY JOIN RISKONNECT?  At Riskonnect, innovation starts with our people. We’re a fast-growing, global team of 1,500+ dedicated professionals who bring bold thinking, a collaborative mindset, and a shared commitment to helping organizations manage risk with confidence.  You’ll work alongside some of the most talented individuals in the industry, united by a purpose to help customers solve their most complex risk challenges through cutting-edge technology and world-class service.  Our culture of excellence has earned us consistent recognition, including:  * Best and Brightest Companies to Work For (Nationwide) – 6 years * Best and Brightest Elite Award Winner – 1 year * Business Insurance Best Places to Work – 2 years * Great Place to Work® Certified – United Kingdom – 2 years * Great Place to Work® Certified – India – 1 year We’re proud of these honors, but even more proud of the people who made them possible. Ready to be part of something meaningful? Join us.    Riskonnect is an equal-opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.