Customer Service Lead

About This Role

Lead and support a remote customer service team for a specialty equipment insurance division, handling complex inquiries and ensuring service metrics are met. This role blends technology with service excellence to deliver embedded insurance solutions.

Responsibilities

• Lead and support customer service representatives, modeling high-quality service and professionalism
• Monitor call queues, staffing levels, and service metrics to meet performance targets
• Serve as a primary resource for operational questions, training, and issue resolution
• Handle complex customer and policyholder inquiries across phone, email, and documentation workflows
• Process insurance documents accurately and maintain up-to-date customer records
• Collaborate with internal teams to resolve issues and support continuous improvement

Requirements

• 7+ years of customer service or contact center experience
• Strong written and verbal communication skills
• Typing speed of 40+ WPM
• Strong technical proficiency

Qualifications

• High school diploma or equivalent experience
• 7+ years of customer service or contact center experience

Nice to Have

• Prior Lead/Specialist experience

Benefits