Customer Service Team Lead - Life & Health

Location: Remote - USA

Salary: $21.00 per hour

Company

Brown & Brown, through One80 Intermediaries and Pearl Insurance, operates within a global insurance distribution platform focused on wholesale brokerage, program administration, and specialty insurance.

What you will do

• Serve as the first escalation point for Customer Service Representatives on procedures, systems, product knowledge, and member inquiries.
• Support onboarding, refresher training, job aids, shadowing, and side-by-side coaching.
• Monitor queue activity, service levels, workflow distribution, coverage needs, schedule adherence, and call-volume trends with supervisors and Workforce Management.
• Conduct call observations and participate in quality assurance reviews, documenting coaching insights and feedback trends.
• Provide real-time support using Five9 and Synergy.
• Maintain SOPs, workflows, reference documentation, and service standards while promoting team engagement and continuous improvement.

Requirements

• Must be based in the USA; the role is remote within the United States.
• High school diploma required; an associate or bachelor’s degree is preferred.
• At least 3 years of customer service experience, preferably in the insurance industry.
• Previous senior CSR, mentoring, or informal leadership experience.
• Technical experience with the Five9 telephony platform.
• Life and Health insurance licenses may be required.

Culture & Benefits

• Meritocratic culture emphasizing accountability, professionalism, ownership, teamwork, and continuous learning.
• Medical, prescription, dental, vision, life, and disability insurance.
• Employee stock purchase plan, 401(k), student loan assistance, and tuition reimbursement.
• Mental health and enhanced advocacy services.
• Paid time off, holidays, and preferred partner discounts.