Direct Services Team Lead (Customer Service)

Job Summary

Seeking a dynamic and motivated Direct Services Team Lead to join a growing team.

Compensation Package

• Base Salary: $51,000 per year + Commissions
• Competitive benefits package, 401(k), paid time off, professional development opportunities, etc.

Responsibilities

• Oversee and manage a growing team of Service Training and QA Specialists.
• Align QA and training activities with company goals to achieve efficiency targets and other key performance indicators (KPIs).
• Monitor and report on the effectiveness of the Service Support Team.
• Track and advocate for new and existing system bugs, user stories, and customer experience enhancements.
• Collaborate with Customer Experience, IT, and Service Leaders to ensure seamless operational improvements.

Qualifications/Requirements

• Education: Minimum of an associate degree or equivalent (Bachelor’s degree preferred). Alternatively, 4 years of relevant work experience.
• Experience:
  • Minimum of 1 year of management experience (preferred).
  • Background in insurance (e.g., claims, account executive, etc.).
  • Experience in QA or training roles is a plus.
• Licensing: Must have or be willing to obtain a property and casualty insurance license within 90 days.
• Skills:
  • Excellent leadership and organizational abilities.
  • Strong communication, decision-making, time management, and critical thinking skills.
  • Ability to manage multiple tasks and prioritize effectively.
  • Career-driven and self-motivated.
• Familiarity with operational workflows and tech-driven enhancements is a plus.

Disclaimer: Please note that this job description may not cover all duties, responsibilities, or aspects of the role, and it is subject to modification at the employer's discretion. 

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