P&C Licensed Customer Experience Supervisor

Job Summary

Leading a team of 4-6 Specialists, the full-time remote P&C Licensed Customer Experience Supervisor will manage service levels, provide coaching using AI-assisted tools, and handle escalations while ensuring high-quality support for brokers, insureds, and carriers.

Key responsibilities

• Serve as a player-coach, applying insurance knowledge to personal workload and coaching efforts
• Monitor real-time queue adherence, manage staffing, and address escalations beyond Specialist authority
• Conduct team huddles, deliver updates, and collaborate with management on performance improvement and training initiatives

Required qualifications

• 3+ years of P&C insurance experience
• 4+ years in a contact center, customer support, or insurance operations environment
• 1+ year in a lead, senior specialist, or supervisory role
• Experience with ticket management systems (e.g., Zendesk, ServiceNow, Salesforce)
• High School Diploma or equivalent experience required