Licensed Customer Service Manager (10am - 7pm CST)

Role overview Licensed Customer Service Manager leading a team of 12-14 licensed agents within a homeowners insurance organization. This people-management role focuses on coaching, operational performance, and elevating the customer experience across the insurance journey, scheduled 10am-7pm CST.

Responsibilities - Lead, coach, and develop a team of 12-14 licensed Customer Service Agents to achieve individual and team performance goals - Monitor key service metrics, identify trends, and implement improvement plans - Analyze team and individual performance data to inform coaching, workforce planning, and operational decisions - Develop and implement service initiatives that improve the customer experience and team effectiveness - Resolve complex customer escalations while modeling exceptional service and professionalism - Partner cross-functionally to ensure agents have the tools, resources, and information needed to succeed - Support recruiting, interviewing, onboarding, and training of new Customer Service Agents - Foster a collaborative, accountable, and high-performing team culture focused on continuous improvement

Requirements - Active Property & Casualty (P&C) insurance license - 3+ years of customer service or customer support experience, including 2+ years leading customer service teams - Strong analytical skills for translating performance data into coaching and operational decisions - Demonstrated success managing escalations and partnering across functions

Benefits and work setup - Remote-first organization with optional collaboration hubs in Chicago, IL and St. Petersburg, FL - This role sits in any of 32 listed U.S. states; candidates must live and work full-time in one of those states - Equal Employment Opportunity and Affirmative Action employer with accommodations available on request