Customer Service Supervisor – Veterinary, Association Programs

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November 13

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One80 Intermediaries

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B2B • Finance • Enterprise

One80 Intermediaries is a highly specialized wholesale brokerage and program manager that provides innovative and comprehensive insurance solutions across the US and Canada. The firm offers market-leading access to major insurance markets in the US, UK, Canada, and Asia, with exclusive programs and in-house binding authority for a variety of insurance lines, including property & casualty, financial lines, personal lines, life insurance, medical stop loss risks, travel/accident and health, executive benefits, affinity business, and warranty coverage. Through its team of experts and numerous offices, One80 serves commercial companies, non-profits, public entities, associations, unions, and private individual risks. The company is known for its expertise, speed, and innovation in creating tailored insurance programs and specialty services for a wide range of industry segments.

1001 - 5000 employees

🤝 B2B

💸 Finance

🏢 Enterprise

📋 Description

• Supervise, train, coach, and provide leadership and guidance to the customer service team. • Review and approve time-off requests and bi-weekly timecards. • Establish, monitor, and support performance goals, individual development plans, and career growth opportunities. • Lead meaningful performance development activities that align with each team member’s motivating factors. • Monitor and report on activity, production output, and service levels. • Ensure monthly adherence to Service Level Agreements (SLAs) and key performance metrics. • Review survey and feedback responses and take appropriate follow-up actions, which may include contacting members, updating training materials, or conducting interactive coaching. • Oversee operational activities of the team and recommend process improvements to increase efficiency and customer satisfaction. • Partner with Workforce Management to manage forecasting, scheduling, and coverage to ensure optimal service delivery. • Conduct quality assurance (QA) reviews, participate in calibration sessions, and provide documented coaching to improve agent performance and consistency. • Analyze contact data to identify root causes of repeat or misrouted calls, recommend workflow improvements, and coordinate implementation with stakeholders. • Collaborate with IT, product, and telephony teams to optimize Five9 call flows, routing, and automations that improve efficiency and the customer experience. • Serve as an operational liaison for new technology releases, system enhancements, and process changes — assist with UAT, agent training, and post-implementation reviews. • Ensure ongoing HIPAA compliance and take proactive steps to protect Protected Health Information (PHI). • Promote employee engagement and wellness through recognition, meaningful 1:1s, and effective communication — especially within virtual or hybrid teams.

🎯 Requirements

• Bachelor’s degree in Business Management, Administration, or a related field. • Five or more years of insurance industry experience, preferably in a customer service environment. • Prior supervisory or team lead experience. • Life & Health insurance license or the ability to obtain within 60 days of hire. • Candidates with exposure to the veterinary space—such as veterinary assistants, vet techs, or similar roles—are a plus. • Familiarity with veterinary workflows or member interactions in animal health is beneficial but not required.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development opportunities