Customer Service Team Leader

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Provide daily leadership, support, and guidance to members of the Customer Service team

• Mentor team members through consistent feedback, individual discussions, and actionable development plans

• Assist in the onboarding and training of new team members, including the creation and management of knowledge resources

• Oversee service quality, productivity, and workload in an omnichannel setting

• Engage in quality calibration sessions to ensure fair and uniform evaluations

• Address customer and system escalations, taking charge of intricate cases when necessary

• Convey frontline insights regarding business initiatives, processes, and technology impacting the Customer Service team or customer experience

• Cultivate a supportive and accountable team culture

• Participate in frontline customer support activities when service levels or business demands necessitate

⛳️ Requirements

• Minimum of two years of experience in a leadership role such as team leader, supervisor, senior agent, or a similar position in customer service

• Background in coaching and supporting customer service colleagues

• Experience working remotely and with distributed or international teams

• Capability to interpret and manage a substantial volume of information and performance metrics

• Strong sense of urgency with the ability to adapt to shifting priorities in a dynamic environment

• Proficiency in quickly adjusting to changing product and partner requirements

• Exceptional written and verbal communication skills

• Confidence in managing complex customer issues and escalations

• Broad technical skills, including familiarity with Microsoft Office

• Professional experience in the travel insurance sector preferred as an added qualification

• Licensing in travel insurance, property and casualty, or accident and health is considered an additional qualification

• Experience in a technology-driven startup or high-growth business is regarded as an additional qualification

• Experience supporting customers in various countries and time zones is considered an additional qualification

• Personal experience with international travel is regarded as an additional qualification

🏝️ Benefits

• Remote work opportunities

• Coaching and practical development plans

• Onboarding and training opportunities

• Development and management of knowledge resources