How Jetty’s Service Ops team helps our Members and Partners from home

To say that 2020 has been a stressful year for many of us would be an understatement. But at Jetty, we’re incredibly proud of how our team has risen to the challenges this year has presented. 

As we celebrate our accomplishments as a team, we’re also looking for new ways to highlight the work that goes on behind the scenes to keep things running smoothly for our Members and Partners. And there’s no better place to start than with our Service Operations team. 

Keep reading to learn what Service Ops does, plus a Q&A with three members of the Jetty team. 

Service Operations (Service Ops for short) is essentially Jetty’s customer service team. This team serves our Partners, Members, and the company as a whole by: 

• Answering questions and leaving people who contact us feeling confident and excited about Jetty
• Editing policies and handling requests for tens of thousands of active renters insurance policies 
• Supporting other teams across the company and connecting anyone who reaches out with the right person to help 

This team is always essential to our success as a company, but especially during COVID, as companies across all industries have seen an increase in customer service requests. A recent HBR study found that during the pandemic, the percentage of calls scored as “difficult” more than doubled, and that financial-hardship related calls increased by 2.5 times. 

Meanwhile, the Jetty team (like many) also began working from home. Still, in a recent internal presentation, we learned that the team achieved the following in a single 90-day period: 

• 14,554 total solved tickets
• 494 completed phone calls
• Maintained 86.9% satisfaction score

These are numbers we’d be proud of even in normal circumstances—but given that our team has accomplished them while WFH in a global pandemic, we were absolutely blown away.

What have Service Ops’ priorities been these past few months? 

Our biggest priority has been maintaining service levels while everyone was not only changing their work environments and working from home, but also taking on more work. We’ve seen people really step up and showcase the skills and drive that they have. 

What challenges has the team faced while WFH?  

I think the biggest thing is what everyone who’s WFH is dealing with: managing the work-life balance. Several people on the team are parents, some live with roommates, some don’t have dedicated workspaces—but everyone is finding ways to stay productive and get their work done. 

Also, I think it can be tough to stay motivated when we’re dealing with an increased volume of tickets. To this team’s credit, they’ve not only stayed motivated, but have also created new processes that have helped us get things done without getting burned out. 

What’s the best part of working with this team? 

I’ve led several customer service teams, and this is the closest knit and most caring team I’ve ever had. Having a team that genuinely cares about each other’s well being and getting the job done is really awesome and makes my job so much better.

Congrats on the promotion to team lead! What’s it been like working in your new role? 

It’s required me to build a little more confidence. Before, I was more inclined to double-check everything with other people on the team. Now, I’ve learned to trust my own judgment more, and to use that judgement to help other people make the right call when they have questions of their own. 

What have been your priorities during the past few months? 

I think the biggest thing for me has been figuring out how to be there and support the team at a distance. It takes a bit of extra effort, but I’ve been scheduling check-in meetings and making sure that people have the space to ask questions. There are also lots of things I’d like to work to make better for this team, and I really like having the time to dedicate to those projects. 

What’s the best part of being on the Service Ops team? 

The best thing about this job has always been the people on this team. Jetty has done a great job of hiring for Service Ops—it’s the most diverse team at the company, and it’s full of people who are smart, adaptable, and incredibly empathetic. Everybody is willing to help if someone needs support.

What is working with the rest of the Service Ops team like? 

My team is amazing. Whatever challenges that we’ve been presented with, we kill it. We have our own personal goals to go above and beyond the goals that are set for us. So when a task is given to us, it’s like a challenge for all of us. 

How would you describe the team’s dynamic while WFH? 

We feed off of one another’s energy, but more importantly, we help one another. So if someone has a question, the team is jumping in to answer to make sure that we all have the knowledge and the skills that we need. 

What do you think people should know about Jetty’s Service Ops team? 

I think it’s important to highlight that our main focus is customer service. The baseline of what we do is service, whether it’s for our Partners or for our Members. We put a high emphasis on customer service, and we’re always steadily improving.