Service Team Lead

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Act as an agency authority on Property & Casualty (P&C) and ensure high-quality decision-making.

• Evaluate the performance of individual agents and analyze service-results reports.

• Utilize data analysis to assess team performance and guide operational adjustments.

• Provide coaching and mentorship to a team of 8–10 agents.

• Cultivate a culture that emphasizes accountability and results.

• Oversee daily inquiry volumes, manage agent schedules, and ensure adherence to protocols.

• Modify staffing and support based on demand fluctuations.

• Enhance internal processes and overall program results.

• Develop techniques for cross-selling and upselling.

• Deliver outstanding customer experiences consistently.

• Manage the daily operations of a remote service team and call center environment.

• Ensure consistent service quality, regulatory compliance, and customer satisfaction.

• Empower agents to retain customers and recognize suitable cross-sell and upsell opportunities.

⛳️ Requirements

• Minimum of 3 years' 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 abilities.

• Capacity to contribute to strategic planning and work flexibly to achieve objectives.

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

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

• Strong empathy for both agents and customers.

• Availability to work one weekend day per week.

• Successful completion of a background check prior to employment initiation.

• Bonus: experience in early-stage or high-growth technology startups.

🏝️ Benefits

• Competitive compensation (75th percentile and above).

• Fully remote opportunities available across the United States and Canada.

• Quarterly virtual and/or in-person events.

• Flexible vacation policy.

• Health insurance coverage begins on the first day of employment.

• Wellness programs available.

• Contributions to a 401(k) plan.

• Health Savings Account (HSA) contributions.

• Flexible Spending Accounts (FSAs).

• Bonus opportunities.

• Potential for equity participation.

• Paid parental leave policy.