Customer Experience Team Lead
Skills
- Deep understanding of insurance claims processes, terminology, and best practices.
- Strong leadership and team-development capabilities.
- Excellent verbal and written communication skills with empathy.
- Problem-solving and critical thinking focused on customer satisfaction.
- Analytical skills to monitor performance metrics and drive data-informed decisions.
- Organizational and time management skills to prioritize and meet deadlines.
Responsibilities
- Mentor, coach, and provide ongoing training to Customer Experience team members.
- Create and implement processes to enhance customer service efficiency.
- Ensure teams meet or exceed client and customer expectations during the claims process.
- Collaborate cross-functionally with Claims Operations, Product, and Engineering teams to streamline workflows.
- Stay current with insurance claims industry trends, regulations, and emerging tech.
- Foster a positive, inclusive, and innovative team culture focused on customer-centricity.
- Manage team recruitment, hiring, and retention efforts.
Education
- Bachelor's degree or equivalent experience in insurance or contact center operations.
Benefits
- Generous health insurance with nationwide, vision, and dental coverage.
- 401(k) retirement plan with employer matching.
- Competitive paid time off policy.
- Generous family leave policy.
- Flexible remote work with regular corporate retreats.
- Apple laptop, second monitor, and quality-of-life work equipment.
Average salary estimate
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