Claims Customer Service Manager

battleface

. Lead and manage the Claims Customer Service team with day-to-day oversight, direction, and support .

Posted 11/7/2026full-timeRemote • Ohio • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer service teams within the insurance sector, focusing on claims operations, performance improvement, and multichannel service delivery. Proficient in developing training programs, implementing technology solutions, and ensuring high-quality customer interactions.

Highest-signal resume keywords

Insurance Customer Service ExperienceClaims Operations ManagementPeople ManagementCRM ProficiencyTraining Program Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Claims ProcessesPolicy BenefitsDocumentation RequirementsCustomer CommunicationsPerformance ImprovementOperational Data InterpretationKPI MonitoringQuality Assurance ProgramsEscalation ManagementProblem-Solving

Soft Skills

Excellent Communication SkillsOrganizational SkillsAttention to DetailSound JudgmentIndependent Decision-Making

Tools & Technologies

CRM PlatformsContact Center SoftwareTicketing SystemsClaims Management PlatformsAI-Assisted Tools

Industry Keywords

Insurance Claims AdministrationTravel InsuranceMedical AssistanceCustomer Service OperationsMultichannel Customer Service

About the role

Key responsibilities & impact

Lead and manage the Claims Customer Service team with day-to-day oversight, direction, and support
Establish expectations for service quality, productivity, professionalism, and accountability
Develop and deliver onboarding, training, coaching, performance reviews, quality assessments, and development sessions
Support recruitment, workforce planning, scheduling, and service coverage
Oversee customer interactions across telephone, email, live chat, and other digital channels
Ensure accurate, timely, and consistent responses to policyholders, claimants, brokers, and insurance partners
Monitor service levels, response times, call handling, case resolution, and customer satisfaction
Manage escalated inquiries, complex claims questions, and service complaints
Coordinate with Claims Adjusters, Medical Assistance, Operations, and other departments to resolve customer issues
Identify complaints, service failures, bottlenecks, and knowledge gaps, and implement corrective actions
Manage customer service technology, workflows, automation, routing, case management, and operational efficiency
Work with IT, Product, and Engineering to troubleshoot issues and implement technology improvements
Help develop and implement AI-assisted tools
Maintain accurate customer records, interaction histories, and claims information
Develop standard operating procedures, training materials, and knowledge resources
Establish and maintain quality assurance programs for calls, emails, and chats
Monitor KPIs and provide reporting and recommendations to senior management
Implement measurable performance improvement plans and maintain consistent standards across teams, shifts, and locations

Requirements

What you’ll need

5+ years of experience in insurance customer service, claims operations, or a related financial services environment
3+ years of people management experience, ideally leading customer service or claims support teams
Strong understanding of insurance claims processes, policy benefits, documentation requirements, and customer communications
Experience in travel insurance, medical assistance, or insurance claims administration is strongly preferred
Experience managing multichannel customer service operations, including telephone, email, and live chat
Strong technical proficiency with CRM, contact center, ticketing, and claims management platforms
Ability to interpret operational data, identify trends, and translate findings into measurable improvements
Experience developing training programs, coaching employees, and managing team performance
Excellent written and verbal communication skills, including explaining complex insurance matters clearly
Ability to handle escalations, difficult conversations, and sensitive customer situations
Strong organizational skills and attention to detail
Ability to manage competing priorities
Sound judgment and independent decision-making
Practical problem-solving approach
Comfort managing geographically distributed teams in a fast-paced, technology-driven environment

Benefits

Comp & perks

Remote position with flexibility
Opportunity to shape Claims Customer Service operations
Opportunity to introduce better technology and develop people
Opportunity to directly influence the customer experience delivered to travelers worldwide
Global team environment
Professional development through onboarding, training, coaching, and individual development sessions