Partnerships Case Manager

About the role

We are looking for a highly motivated, solutions-oriented Case Manager to join our Customer Service organization. In this newly created role, you will act as a critical bridge between our sales team and our most valuable life insurance agents. Your mission is to deliver "white glove" customer service on a policy-by-policy level, ensuring a seamless, premium experience for our high-value partners.

Duties and Responsibilities

• Deliver White-Glove Support: Act as the primary dedicated operational touchpoint for premier life insurance agents, providing world-class support on policy-level issues.
• Manage Communications & SLAs: Responsively acknowledge incoming agent inquiries, set clear expectations around Service Level Agreements (SLAs), and systematically communicate case resolutions back to partners.
• Navigate Complex Routing: Efficiently diagnose policy roadblocks, route issues to the correct internal teams, and coordinate cross-functionally across Customer Service and Sales to ensure quick turnarounds.
• Drive Persistent Case Follow-Up: Monitor the active pipeline daily, identify stuck or delayed applications, and aggressively follow up internally and externally to clear technical or operational hurdles.
• Identify Operational Trends: Track, analyze, and report back on recurring case trends, surface localized bottlenecks, and flag platform bugs or processing gaps to leadership.
• Maintain System Proficiency: Seamlessly operate and navigate across multiple software ecosystems and internal technology platforms to manage and audit client data.

Qualifications and Skills

• 2+ years of experience in customer success, account coordination, or client-facing operations (experience in life insurance, fintech, or brokerage operations is a strong plus).
• Exceptional communication skills with a proven track record of managing partner expectations and articulating complex resolutions clearly.
• An analytical and detail-oriented mindset with the ability to identify trends from daily volume and translate them into actionable operational insights.
• Tech-fluent self-starter comfortable learning, switching between, and troubleshooting across multiple software platforms and tools.
• Relentless persistence and problem-solving skills; a natural drive to own a problem through completion rather than just passing it off.
• Able to stay organized, composed, and ambitious while managing a continuous, high-volume stream of incoming tasks.
• A resilient, positive attitude and a passion for working collaboratively across cross-functional teams like Sales and Support.