Insurance Customer Service Lead

The role

The Lead Support Specialist leads a customer-focused Service team and ensures excellence across the customer policy lifecycle. This role manages daily team performance, SLA attainment, and supports escalations.

What you will do

• Support the Service Department Manager in daily operations.
• Manage an assigned team of Insurance Advisors.
• Collaborate cross-functionally to improve service delivery.
• Monitor phone, chat, Slack, and ticket queues in real-time.
• Conduct regular team meetings to communicate goals and updates.
• Assist with complex problems and ensure work complies with quality standards.
• Provide quality customer service and handle escalations.
• Identify opportunities for automation and AI support.

Required qualifications

• Hold an active P&C license
• Minimum 2 years relevant experience in insurance and customer service
• Strong customer focus and service leadership skills
• Communicate clearly and effectively, both verbally and in writing
• Results-driven with strong organizational and prioritization skills
• Proactively identify problems and recommends process improvements
• Think strategically about service impact across the policy lifecycle
• Comfortable leveraging technology, automation, and AI to enhance operations
• Possess strong industry and product knowledge

Benefits

• Partially subsidized medical plan
• Fully subsidized vision/dental options
• Life insurance
• Disability insurance
• 401(k)
• Flexible paid time off
• Parental leave

About the company

ERGO NEXT is a technology-led, full-stack provider of small business insurance. Since 2016, they have helped hundreds of thousands of small business customers across the United States.