Customer Operations - Lead
Core
Lead a team of 10-12 Customer Operations Associates to deliver exceptional experiences to new and existing life insurance customers and referring agents via email, live chat, SMS, and phone.
Role type
Senior Customer Operations Lead (Team Management)
Builds
Customer support operations and agent referral processes for a life insurance technology platform
Domain
Life Insurance Technology
Deliverable
dashboards & analysis
Required skills
Team leadership, performance management, SLA tracking, quality assurance, process improvement, cross-functional collaboration, Salesforce proficiency, data analysis
Preferred skills
Life insurance industry experience, reporting/dashboarding tools expertise
Responsibilities
Manage, coach, and develop a team of 10-12 associates; conduct 1:1s and performance reviews; monitor team metrics (response times, CSAT, SLA adherence); own team-level quality assurance audits; identify and implement process improvements; partner with cross-functional teams to resolve systemic issues; maintain team knowledge base and SOPs.
Seniority
Senior, hands-on IC with people management