Customer Experience Supervisor

This is a fully remote position, open to applicants in Ohio, +3 more states.

📋 Description

• Act as a player-coach for insurance, utilizing extensive insurance expertise in your own tasks as well as in mentoring Specialists.

• Maintain a personal ticket workload to keep up to date with workflows, system modifications, and customer challenges.

• Guide 4–6 Specialists by utilizing AI QA outputs — assess flagged interactions, provide weekly one-on-one feedback, and document coaching strategies.

• Manage the real-time queue and workforce management adherence during your shift: oversee service levels, adjust staffing as needed, and handle intraday escalations.

• Address escalations and de-escalations that go beyond the authority of Specialists.

• Conduct team huddles, share process and product updates, and reinforce compliance and quality benchmarks.

• Collaborate with the Manager on performance enhancement initiatives.

• Recognize training deficiencies and work together with the Manager and Training team on implementation and reinforcement.

• Assist in the hiring process by interviewing candidates and onboarding new team members.

⛳️ Requirements

• Minimum of 3 years of experience in Property & Casualty insurance.

• At least 4 years of experience in a contact center, customer support, or insurance operations setting.

• A minimum of 1 year in a leadership, senior specialist, or supervisory role.

• Proven knowledge of key performance indicators for a service center.

• Demonstrated ability to coach based on QA results and manage real-time queue and adherence.

• Familiarity with a ticket management system (such as Zendesk, ServiceNow, Intercom, or Salesforce).

• Strong skills in communication, conflict resolution, and de-escalation.

• Commitment to reliable attendance and adherence to the work schedule.

• High School Diploma or equivalent experience is required.

• A dedicated, private room with a door for work purposes; minimum internet speeds of 25 Mbps download and 10 Mbps upload with a hardwired (Ethernet) connection is strongly preferred.

🏝️ Benefits

• Employee Ownership Program - every eligible employee shares in the financial rewards that grow when the company grows.

• Professional development opportunities.

• Owner Referral Program.

• Work from home reimbursement for remote/hybrid roles.

• Canary emergency financial assistance program.

• Comprehensive medical, dental, and vision coverage.

• Life/AD&D Insurance.

• Confidential Employee Assistance Program.

• Health Savings Account, including company contributions.

• Short-term disability coverage.

• Voluntary benefits including supplemental accident, critical illness, and hospital insurance.

• Employee discounts.

• 401(k) Plan with company matching contributions.

• Additional Wealth Financial Wellness Program.

• Various Time Off Programs.

• 11 company-paid holidays.