Found Description
About the Company
Arlo is rebuilding health insurance for small businesses from first principles. By using AI across underwriting, operations, and member experience, Arlo aims to ensure more premium dollars go toward actual care rather than administrative overhead and fraud.
Responsibilities
- Manage a team of 4–8 Member Advocates, including daily coaching and weekly 1:1s
- Conduct weekly quality assurance reviews and performance reporting
- Take 5–10 member conversations per week to understand the member and advocate experience
- Surface member pain points and experience improvement opportunities to the Product team
- Own the Intercom back end, including capacity limits, workflows, and Fin (AI) automation
- Oversee the internal knowledge base and develop training/onboarding curriculum
- Partner with the Head of Customer Operations on staffing models and hiring processes