Service Team Lead

The role

The Service Team Lead leads a remote service team and supports call center operations. This person improves agent performance through coaching and reviews reports to ensure service quality and customer satisfaction.

What you will do

• Serve as an agency expert on P&C.
• Review reports that portray individual agent performance and service results.
• Analyze data to evaluate the team and inform operational changes.
• Coach and mentor a team of 8-10 agents.
• Monitor day-to-day inquiry volume, agent schedule and adherence.
• Proactively seek and suggest ways to improve internal processes and results program-wide.

Required qualifications

• 3+ years of experience in a leadership role.
• Insurance expert with the ability to guide and evaluate P&C decisions.
• At least one active P&C or Personal Lines Insurance License.
• Creative problem-solver.
• Analytical mindset with the ability to identify data requirements, analyze data, and review reports.
• Highly performance-oriented and able to motivate others.
• Strong sense of empathy for agents and customers.

Nice to have

• experience with early-stage or high-growth tech startups

About the company

gen-digital