Customer Support Team Lead, Insurance

This is a fully remote position, open to applicants in United States, +17 more locations.

📋 Description

• Lead a team of 10 insurance agents

• Ensure that customers enjoy a premium service experience

• Conduct regular one-on-one meetings, offer feedback, and perform performance evaluations

• Proactively identify and tackle performance challenges

• Manage staffing and coverage responsibilities

• Oversee quality assessments, timesheet management, and paid time off

• Ensure compliance of agents with insurance regulations and Jerry policies

• Address complex issues related to products, carriers, and systems

• Assist with customer calls as necessary

• Collaborate across departments to resolve operational challenges

• Contribute to initiatives aimed at enhancing Jerry’s customer experience

• Collaborate closely with the Manager of Contact Center Operations

⛳️ Requirements

• A minimum of 3 years of experience in a high-volume contact center within the insurance or financial services sector

• Proven experience in a leadership or "player-coach" role (e.g., Team Lead, Senior Representative, or Manager)

• An active Property & Casualty (P&C) license is required, or a commitment to obtaining one promptly

• Strong technical skills

• Proficiency with CRM tools and multi-channel communication platforms

• Must currently reside in an eligible U.S. state or Ontario, Canada

• Must have legal authorization to work in the U.S. or Canada

🏝️ Benefits

• Equipment provided

• Health insurance

• Vision insurance

• Dental insurance

• Paid time off

• Paid parental leave

• 401(k) with employer matching

• Wellness benefits

• Equity opportunities/stock options

• Bonus opportunities