Customer Experience Supervisor
I
Integrated Specialty Coverages, LLCInsurtech
Candidates must live in one of the following states to be eligible for this role: Georgia, Ohio, Pennsylvania, Tennessee, or TexasFull-TimeManager
Salary26.93 - 33.66 USD per hour
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Job Details
- Experience
- 3+ years P&C insurance experience; 4+ years’ experience in a contact center, customer support, or insurance operations environment
- Required Skills
- SalesforceQuality AssuranceZendesk
Requirements
- 3+ years P&C insurance experience
- 4+ years’ experience in a contact center, customer support, or insurance operations environment
- 1+ year in a lead, senior specialist, or supervisory capacity
- Demonstrated knowledge of priority KPIs for a service center
- Demonstrated ability to coach to QA results and manage real-time queue
- Experience with a ticket management system (Zendesk, ServiceNow, Intercom, or Salesforce)
- Strong communication, conflict resolution, and de-escalation skills
- Commitment to dependability of attendance and adherence to work schedule
- High School Diploma or equivalent experience required
- Dedicated, private room with a door for work use
- Minimum internet speeds of 25 Mbps download / 10 Mbps upload
Responsibilities
- Apply deep insurance knowledge to own work and coaching of Specialists
- Carry a personal ticket load to stay current on workflows and customer pain points
- Coach 4–6 Specialists using AI QA outputs and document coaching plans
- Own real-time queue and WFM adherence for the shift
- Handle escalations and de-escalations that exceed Specialist authority
- Run team huddles, deliver process and product updates
- Partner with Manager on performance improvement plans
- Identify training gaps and partner with Training on implementation
- Interview candidates and onboard new hires within the team
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