Customer Experience Supervisor (Insurance)

TL;DR

Customer Experience Supervisor (Insurance): Leading a team of specialists to support brokers and carriers while maintaining a personal workload with an accent on service quality, compliance, and AI-assisted coaching. Focus on managing real-time queue performance, handling escalations, and driving team development within a fast-paced insurtech environment.

Location: Must be based in Georgia, Ohio, Pennsylvania, Tennessee, or Texas

Salary: $26.93 - $33.66 per hour (approx. $56,000 - $70,000 annually)

Company

hirify.global is a data-driven commercial MGA and insurance wholesaler combining insurance expertise with technology to innovate the market.

What you will do

• Lead and coach a team of 4–6 specialists using AI-driven QA outputs and weekly feedback sessions.
• Maintain a personal ticket load to stay current with workflows and customer pain points.
• Monitor real-time queue performance, service levels, and workforce management adherence.
• Serve as the primary point of escalation for complex customer interactions.
• Partner with management on performance improvement, hiring, and training initiatives.
• Conduct team huddles and communicate process or product updates to ensure compliance.

Requirements

• Must be legally authorized to work in the United States.
• Must reside in Georgia, Ohio, Pennsylvania, Tennessee, or Texas.
• 3+ years of P&C insurance experience.
• 4+ years of experience in a contact center or insurance operations environment.
• 1+ year of experience in a lead or supervisory capacity.
• Proficiency with ticket management systems like Zendesk, Salesforce, or ServiceNow.
• Dedicated private workspace with high-speed hardwired internet connection.

Nice to have

• P&C insurance MGA or brokerage experience.
• Professional designations such as AINS, AU, APA, or P&C License.
• Hands-on experience with WFM platforms (e.g., NICE, Verint) and AI QA tools.
• Bachelor’s degree.

Culture & Benefits

• Employee Ownership Program with financial rewards.
• Comprehensive medical, dental, and vision insurance.
• 401(k) plan with company match.
• Work from home reimbursement.
• 11 company-paid holidays and various time-off programs.
• Professional development and financial wellness resources.