Customer Care Supervisor

Responsibilities

• Serve as the primary escalation point for complex client inquiries, policy questions, and service issues.
• Monitor daily workflow, call queues, and service levels to ensure timely response and resolution.
• Review and audit customer interactions for accuracy, professionalism, and adherence to regulatory requirements.
• Collaborate with account managers, brokers, and underwriting partners to resolve client concerns and support policy servicing.
• Train new team members on systems, procedures, product knowledge, and customer service best practices.
• Analyze service trends and provide recommendations to improve processes, reduce errors, and enhance the customer experience.
• Prepare performance reports and deliver feedback to team members and management.
• Ensure compliance with insurance regulations, data privacy standards, and internal policies.
• Support change management initiatives, system updates, and new product rollouts.

Requirements

• Strong understanding of insurance terminology, policy servicing, and regulatory requirements.
• Excellent communication, coaching, and conflict-resolution skills.
• Ability to manage multiple priorities in a fast-paced, compliance-driven environment.
• A customer-centric mindset with a focus on accuracy, empathy, and professionalism.

Qualifications

• High school diploma or equivalent, required, college degree preferred.
• 5+ years’ experience in customer service within an insurance brokerage or related financial services environment.
• 3+ years’ proven leadership experience, ideally in a team lead or supervisory role.
• Proficiency with CRM systems, agency management platforms, and standard office software.
• Insurance licenses (e.g., P&C) or willingness to obtain them within 90 days of employment.
• Experience with process improvement methodologies, preferred.

Skills

• Strong communication and interpersonal skills.
• Effective problem-solving and decision-making abilities.
• Ability to handle high-volume call volumes and prioritize tasks effectively.
• Knowledge of insurance policies and regulatory requirements.
• Strong organizational and time-management skills.

Benefits

We offer a comprehensive suite of benefits and perks, including:

• Comprehensive medical, dental, and vision insurance;
• Life and disability insurance;
• Fertility benefits;
• Wellness resources;
• Paid sick time;
• Employee Assistance Program (EAP);
• A complimentary Calm app subscription;
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options;
• Commuter benefits;
• Employee discount programs.

Additional benefits may vary based on subsidiary entity and geographic location. For more details, please refer to the company’s benefits page.

Pay

The salary range for this position is $60,000 - $75,000 annually, depending on experience and qualifications.

Schedule

The role is full-time and requires an on-site presence to support collaboration, team leadership, and cross-functional partnership.