Licensed Customer Service Manager

This is a fully remote position, open to applicants in Alabama, +30 more states.

📋 Description

• Lead, mentor, and develop a team of 12–14 licensed Customer Service Agents to meet individual and team performance objectives.

• Track key metrics, recognize trends, and execute customer service enhancement plans.

• Evaluate team and individual performance data to guide coaching, workforce planning, and operational strategies.

• Create and implement service initiatives that enhance customer experience and team efficiency.

• Address complex customer escalations while exemplifying outstanding service and professionalism.

• Collaborate across departments to ensure agents are equipped with the necessary tools, resources, and information for success.

• Assist with the recruitment, interviewing, onboarding, and training of new Customer Service Agents.

• Cultivate a collaborative, accountable, and high-performance team culture dedicated to continuous improvement.

• Achieve measurable improvements in team efficiency and customer satisfaction.

⛳️ Requirements

• Valid Property & Casualty (P&C) insurance license.

• Minimum of 3 years in customer service or customer support roles.

• At least 2 years of experience leading customer service teams in the insurance sector.

• Experience in call center leadership.

• Demonstrated success in coaching and developing customer-facing staff to reach performance targets.

• Familiarity with performance metrics and data to enhance operational efficiencies.

• Bilingual proficiency in English and Spanish is preferred.

• Capability to excel in a fast-paced, dynamic environment while fostering a collaborative and positive attitude.

• Availability to work Monday through Friday between 10:00 a.m. and 7:00 p.m. CT.

• Willingness to work one Saturday shift (8:00 a.m.–5:00 p.m. CT) approximately every nine weeks.

• Must be able to reside and work full-time in one of the designated states for this position.

• Must be authorized to work for any employer in the United States.

• Must not require employment sponsorship now or in the future.

🏝️ Benefits

• Equity.

• Remote-first work setup.

• Offices located in Chicago, IL and St. Petersburg, FL for collaborative efforts.

• Timely updates and feedback following interviews.

• Skills assessment relevant to the position, if applicable.

• Genuine, thoughtful human interaction at every stage.

• Equal Employment Opportunity and reasonable accommodations during the selection process.