Partner Services Team Lead

Job Summary
The Partner Services Team Lead will oversee the daily operations of the customer service team, ensuring high-quality service delivery and adherence to organizational standards. This role focuses on improving customer satisfaction, strengthening retention, and supporting team performance through coaching, training, and performance monitoring.

Responsibilities

• Manage a team of customer service and licensed representatives, including coaching, mentoring, and conducting 1:1 meetings.
• Oversee attendance management by approving and recording paid time off, tracking absences and tardiness, and coordinating schedule adjustments.
• Handle escalated and complex customer issues, including direct interaction with policyholders as needed.
• Assist in managing BBB, DOI, and social media complaints, providing timely updates and resolution communication.
• Partner with the Performance Coach to monitor representative productivity and performance metrics.
• Collaborate with trainers to ensure the team remains current on all processes and procedures.
• Motivate team members through daily objectives and recognition systems that encourage productivity.
• Perform additional duties as assigned.

Qualifications/Requirements

• Associate degree required; Bachelor’s degree preferred. (Or 4 years of relevant work experience may be considered in lieu of a degree.)
• Willingness to obtain a Property & Casualty insurance license.
• Prior insurance industry experience (e.g., Claims, Account Executive, or related role) strongly preferred.
• Minimum of 1 year of management or supervisory experience preferred.
• Strong leadership and organizational skills.
• Effective communication, decision-making, time management, and critical thinking abilities.
• Ability to manage multiple priorities in a fast-paced environment.

Disclaimer: Please note that this job description may not cover all duties, responsibilities, or aspects of the role, and it is subject to modification at the employer's discretion.

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