Service Team Lead

Gen

. Lead a high-performing remote service team and support day-to-day call center operations .

Posted 10/8/2026full-timeRemote • United StatesSenior💰 $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading remote service teams, driving customer service excellence, and analyzing performance metrics to enhance operational efficiency. Possesses strong insurance knowledge, particularly in P&C decisions, and excels in coaching and mentoring agents to achieve performance goals.

Highest-signal resume keywords

Leadership ExperienceP&C Insurance ExpertiseCoaching and MentoringAnalytical MindsetCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Performance AnalysisData ReviewCross-Selling TechniquesUpselling TechniquesOperational Excellence

Soft Skills

Creative Problem-SolvingEmpathyMotivational Skills

Certifications & Qualifications

P&C Insurance LicensePersonal Lines Insurance License

Industry Keywords

Call Center OperationsCustomer SatisfactionService QualityAgent PerformanceCompliance

About the role

Key responsibilities & impact

Lead a high-performing remote service team and support day-to-day call center operations
Drive strong customer service outcomes, consistent service quality, compliance, and customer satisfaction
Enable agents to retain customers and identify appropriate cross-sell and upsell opportunities across insurance products
Improve agent performance through regular coaching and training
Review reports tracking team performance against rigorous goals
Ensure operational excellence in daily call center activities
Serve as an agency expert on P&C decisions
Analyze individual agent performance and service results to inform operational changes
Coach and mentor a team of 8–10 agents
Monitor inquiry volume, agent schedules, and adherence, adjusting support to demand
Suggest improvements to internal processes and program-wide results, including cross-selling/upselling techniques and customer experiences
Report directly to the Director of Service

Requirements

What you’ll need

3+ years of experience in a leadership role
Insurance expertise with the ability to guide and evaluate P&C decisions
At least one active P&C or Personal Lines Insurance License
Creative problem-solving ability
Analytical mindset with the ability to identify data requirements, analyze data, and review reports
Highly performance-oriented and able to motivate others in a proactive, positive, and firm manner
Strong empathy for agents and customers
Ability to work one weekend day per week
Ability to work in the United States / address employment visa sponsorship requirements

Benefits

Comp & perks

$15K commission opportunity
Remote work arrangement