Fractional Customer Service Manager – Claims

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

📋 Description

• Oversee and manage the claims process to ensure the timely and accurate resolution of customer issues.

• Manage and maintain the ticket pipeline in HubSpot for order-related inquiries, claims, and follow-ups.

• Act as the primary point of contact for all client communications regarding claims, offering support via phone and email.

• Address escalated or complex claims and provide effective resolution strategies.

• Lead project management initiatives for claims resolution, which includes task delegation and coordination with internal team members, vendor partners, shipping providers, and repair services.

• Monitor claims workflows to ensure that deadlines and service expectations are consistently met.

• Measure and analyze claim-related KPIs, such as response times, resolution timelines, customer satisfaction, and operational efficiency.

• Collaborate across functions to enhance claims handling procedures and customer service processes.

• Analyze claims data to identify trends, recurring issues, and opportunities for process improvements.

• Ensure adherence to company policies, procedures, and industry regulations.

• Provide guidance, coaching, and support to customer service representatives as needed.

⛳️ Requirements

• Bachelor’s degree and/or equivalent related field experience.

• 3–5 years of experience in claims management, customer service, or a similar operational support role.

• 2+ years of experience using HubSpot or comparable CRM/ticketing platforms.

• 2+ years of experience with project management software.

• Strong project coordination skills, with the capability to manage multiple moving parts simultaneously.

• Excellent communication and interpersonal skills, especially in client-facing scenarios.

• Proficient in claims management software and customer support systems.

• Strong analytical abilities to interpret data and generate actionable reports.

• Highly detail-oriented with excellent organizational and time management skills.

• Strong leadership skills with the ability to motivate, guide, and support team members.

• Comfortable working independently in a fully remote environment.

• Ability to handle sensitive customer situations with professionalism, urgency, and empathy.

🏝️ Benefits

• This is a fractional, fully remote contractor opportunity requiring approximately 10 hours per week (around 2 hours daily), with availability aligned to EST business hours.