Location: Remote/Philippines ONLY

Are you ready to join a fun and engaging workplace that encourages you to empower yourself and develop your career? Are you looking for a remote job where you can work from the comfort of your own home? Do you want a job where you can be yourself?

Say hello to Compass Experience Labs - it sounds like we might be a good match!

MEET COMPASS

We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

Job Summary:

As a Claims Manager, you will play a critical role in leading our claims team, managing and optimizing the claims process, and ensuring that discrepancies in our clients' accounts are accurately identified and resolved. This role involves a high level of data analysis, attention to detail, and communication with both internal teams, external support departments and clients. You will be instrumental in developing strategies to enhance claims recovery, reduce turnaround time, and maintain excellent service standards for our clients.

Key Responsibilities:

1. Claims Processing & Management

- Oversee the end-to-end claims process, ensuring accurate, timely, and efficient submission of claims for discrepancies in accounts.

- Monitor claim progress, track successful recoveries, and ensure prompt follow-ups on pending claims.

- Identify claimable events such as lost, damaged, or miscounted inventory, working closely with internal teams to validate each case and meet critical service levels.

2. Team Leadership & Development

- Lead, mentor, and develop a team of claims specialists and supervisors, promoting a high-performance and client-focused culture.

- Provide ongoing coaching to team members to maintain high standards in claim handling and client communication.

- Set and track key performance indicators (KPIs) to measure team efficiency, claim success rates, and client satisfaction.

3. Data Analysis & Reporting

- Analyze claim data to identify trends, potential issues, and opportunities for optimization in the claims process to provide client recommendations.

- Regularly report claims metrics to senior management, highlighting success rates, common claim types, and areas for improvement.

- Collaborate with data and operations teams to refine reporting tools and streamline data flow for accurate and comprehensive insights.

4. Process Improvement

- Continuously seek opportunities to improve claims workflows, increase efficiency, and enhance recovery success rates.

- Develop and document best practices and standard operating procedures (SOPs) for claims processing.

- Stay updated on policies and procedures that impact claims and adjust internal processes accordingly.

5. Client Communication & Issue Resolution

- Act as an escalation point for complex or high-priority claims, providing expert guidance and solutions.

- Communicate claim status updates, findings, and resolutions with clients to ensure transparency and satisfaction.

- Work closely with customer support teams to address any concerns or questions clients may have regarding the claims process.

Qualifications/Requirements:

- Bachelor’s degree

- Minimum 3+ years of experience in claims management, operations, or similar roles, preferably within the e-commerce sector..

- Strong analytical skills, with experience in data-driven decision-making and reporting.

- Proven leadership abilities with experience managing and developing a team.

- Excellent organizational, communication, and problem-solving skills.

- High attention to detail and the ability to work in a fast-paced, deadline-driven environment.

Preferred Qualifications:

- Familiarity with claims management software or related tools.

- Experience with Amazon FBA’s reimbursement policies and best practices.

- Knowledge of e-commerce industry trends and competitive landscape.

Why Join Us:

- Be part of a high-growth, innovative company that values collaboration, transparency, and continuous improvement.

- Opportunity to make a significant impact on clients’ success

- Competitive salary, flexible working environment, and a supportive team culture.

If you are detail-oriented, passionate about helping clients reclaim their lost revenue, and ready to lead a team towards operational excellence, we invite you to apply!