The Student Series: Meet our League Customer Care Legends
Our Customer Care (CC) Team is the heart of the League member experience. We’ve been lucky enough to have two interns working with us on the team (some for as many as 3 summers!).
Intrigued to see how they were able to make a contribution at League where our interns keep coming back?! Keep reading!
Anne: You’re both working within Customer Care. How would you describe what you do on a daily basis?
Nathan: The CC team is awesome! Most of my time is spent replying to emails and chats. We have direct communication with our members. The time between interacting with our members is spent working on some tough problems which is really rewarding as well as speaking with carriers, HR at different clients and even speaking with our Engineering teams at League. We are always “playing a team sport” to help enhance our member experience and you have your coach and your manager on the side to help us out!
Aida: I would say it’s a lot more than just direct communication — it’s almost a form of behavioural psychology. Once you know the member’s questions, needs, and concerns, you’re able to better predict how they’re going to behave on the platform. It’s really rewarding to see. On the side, I am working on some projects — this is helping to create a knowledge base for both the team and customers, studying different coverage policies till you know them inside out.
Anne: You’ve been working in CC for multiple summers. How has it changed over the years?
Nathan: I remember when I first arrived at League and we’ve really grown into something special! We are now around 250 employees and when I started a few summers ago, we had approximately 100 employees. The company culture is the same which is great to see as we have scaled. We have great perks, snacks and even team dinners on the CC team. I came back because of the culture at League. There’s also an increase in the support that is offered including great Team Leads and Managers on the CC team. We’re allowed to act with lots of accountability and work with complex issues which have a deep impact with our customers.
Aida: When I first joined League, it was just a marketplace and anyone could join the platform — the purpose of the app has completely changed which is great to see! Insurance plans and processes are much more complex now. Team mentality has grown even stronger — people at League aren’t just my coworkers but my friends and second family!
Anne: What’s really stood out to you during your time here at League?
Nathan: People on the CC team at League work incredibly hard, which I find very inspiring! Everyone really believes in creating a healthier future — otherwise they wouldn’t be here. I really have a support network here.
Aida: I’ve loved getting to see how the other departments (Marketing, Sales, Product, Ops) function. It’s amazing to see how the work that CC does ties into each department’s work. As a university student studying Law, it’s awesome when the work I do at League benefits me in my courses.
Anne: What’s the coolest thing you’ve seen from working on the CC team?
Nathan: I’ve seen some very creative solutions to member concerns that we haven’t seen before. It’s great to see the team’s competence and that are very high performing. We have an awesome set of training tools to allow us to be aligned as a team and constantly be levelling up our service. We spend a lot of time training and it’s almost guaranteed that anyone walking by our team will see us talking to each other about different chats to continuously learn from each other.
Aida: We constantly get a say in the development of our chat tools. It’s awesome to see how every agent is able to add their own great twist to their communication with members, yet everyone is fully aligned with the work and service that we’re providing. People are insanely knowledgeable and willing to help others out. No one shies away from a challenge. Our team is really persistent and determined until they get to the bottom of any issue to help out our League members.
Anne: Would you describe your summer as different to what you were initially expecting?
Nathan: This summer has been awesome — there’s great training in place, lots of responsibility and many great meetings to allow me to become more knowledgeable ,especially with US benefits.
Aida: It’s been nice to work on a wide array of projects, attend meetings, and generally have more versatility in my workday. I’ve also been learning great life skills, especially regarding communication and I’ve learned it’s not about what you say, it’s about how you say it.
Anne: Who is the most inspiring person you’ve met here during your time at League?
Nathan: Kyle from CC is amazing and gets only really positive reviews from customers! I really enjoy understanding how he empathizes with customers and admire him as he always takes time out of his day to help with questions. Kyle really exemplifies what everyone tries to be.
Aida: I’d have to say Richard from CC. He is so knowledgeable about the area of the business. Craig on CC is also one of the warmest people I’ve met at League who always makes you feel like you matter — exactly what I hope to be as a leader.
Anne: What’s a word of advice you might want to offer someone considering the CC team at League?
Nathan: Individuals from the Engineering Team can shadow you on CC which is great to understand how different areas of the business interact with us on CC. Our team is constantly learning and supporting each other to enhance our own learning and ultimately the service that we provide our members with.
Aida: Use your time here to make as many connections as possible. I would also suggest adapting a team mentality — it’s not about how the team can help you, but how you can provide support for your team. We constantly share knowledge to help each other continue to grow.
Anne: What are three words each that sum up your experience working on CC?
Nathan: Fun, challenging and rewarding! It’s very satisfying work that holds immense sentimental value.
Aida: Versatile, unique and personal. League has always had a new and never-before-seen way of approaching the health industry and I think that rings true within CC as well.
Nathan: Communication in the CC role is essential. We need to be willing to share thoughts and impact the organization as a whole. We all have to accept our member feedback to generate a positive League member experience.
Aida: CC has taught me how to make long-lasting, personal connections over a phone or computer and ensure that people feel heard by really listening to them. Own the work that you do on the CC team — the skills learnt on our team are the foundation for the skills needed to succeed anywhere else!
Interested in learning more about opportunities on the Customer Care team at League? Feel free to reach out!
