Service Team Lead

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

📋 Description

• Lead a high-achieving remote service team and oversee daily call center operations.

• Foster strong customer service results, maintaining consistent service quality, compliance, and customer satisfaction.

• Empower agents to retain customers and spot suitable cross-sell and upsell opportunities across insurance products.

• Enhance agent performance through ongoing coaching and training initiatives.

• Analyze reports that track team performance against strict objectives.

• Ensure operational excellence in the daily activities of the call center.

• Act as an agency authority on property and casualty (P&C) decisions.

• Evaluate individual agent performance and service outcomes to guide operational adjustments.

• Coach and mentor a team of 8 to 10 agents.

• Oversee inquiry volume, agent schedules, and compliance, adapting support based on demand.

• Recommend improvements to internal processes and overall program results, including cross-selling/upselling techniques and customer experiences.

• Report directly to the Director of Service.

⛳️ Requirements

• Over 3 years of experience in a leadership capacity.

• Expertise in insurance with the capability to guide and assess P&C decisions.

• Possession of at least one active P&C or Personal Lines Insurance License.

• Strong creative problem-solving skills.

• Analytical mindset with the ability to identify data needs, analyze information, and review reports.

• Highly performance-driven and capable of motivating others in a proactive, positive, and assertive manner.

• Strong empathy for both agents and customers.

• Availability to work one weekend day each week.

• Eligibility to work in the United States / meet employment visa sponsorship criteria.

🏝️ Benefits

• $15K commission potential.

• Flexible remote work arrangement.