Licensed Customer Experience Team Lead (Insurance)

Location: Fully remote; remote, hybrid, or onsite arrangements may be available based on business needs and location. Flexible scheduling, including evenings and weekends, may be required.

Company

hirify.global Services provides insurance services focused on delivering responsive customer support to policyholders.

What you will do

• Lead, coach, and support a team of licensed customer service representatives.
• Provide performance feedback, recognition, one-on-one meetings, team huddles, and development planning.
• Act as the first escalation point for complex customer and policy service concerns.
• Monitor customer satisfaction, call quality, average handle time, first-call resolution, and schedule adherence.
• Improve service processes, staffing coordination, onboarding, and ongoing training.
• Collaborate with Claims, Sales, Underwriting, Compliance, Quality Assurance, and Workforce Management.

Requirements

• Active Property & Casualty insurance license or applicable state insurance license required.
• At least 3 years of customer service experience in insurance, financial services, or a related industry.
• At least 1 year of leadership, supervisory, or Team Lead experience in a call center environment.
• Strong knowledge of insurance products, policies, and regulatory requirements.
• Excellent communication, coaching, conflict-resolution, analytical, and performance-management skills.
• Ability to work a flexible schedule, including evenings and weekends as business needs require.

Nice to have

• Bachelor’s degree in business, insurance, or a related field.
• Experience with CRM, telephony, workforce management, or customer service technologies.
• Success improving team performance, engagement, and customer satisfaction.

Culture & Benefits

• Fast-paced call center environment with high customer interaction.
• Medical, dental, and vision insurance.
• Health Savings Account options.
• 401(k) with company participation.
• Paid time off, company-observed holidays, and career growth opportunities.