Licensed Customer Experience, Team Lead

🔥 8 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Aspire General Insurance

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

🛡️ Insurance

💸 Finance

☁️ SaaS

💰 Debt financing on 2025-09

Insurance • Finance • SaaS

Aspire General Insurance is a U. S. -based auto insurance carrier that specializes in affordable, non-standard and standard personal auto policies. The company provides digital-first services — including producer and insured portals, quoting, endorsements, payments, and claims handling — and partners with insurance producers and agencies to distribute coverage. Aspire emphasizes speed, flexibility, and reliable customer support (including Spanish-language service) through a modern platform and streamlined workflows.

📋 Description

• Lead, coach, and support a team of licensed customer service representatives • Provide ongoing performance feedback, recognition, and development opportunities • Conduct regular one-on-one meetings and team huddles • Serve as the first point of escalation for complex customer concerns • Promote a positive, engaged, and customer-focused team culture • Ensure customers receive accurate, professional, and empathetic service • Assist representatives with complex policy and service questions • Identify opportunities to improve processes and enhance customer satisfaction • Support first-call resolution and overall service efficiency • Ensure adherence to insurance regulations, company policies, and customer service standards • Monitor licensing compliance and continuing education requirements • Partner with Quality Assurance to review calls and provide coaching • Escalate compliance concerns and support corrective action when needed • Monitor customer satisfaction, call quality, average handle time, first-call resolution, and schedule adherence • Analyze trends and recommend process improvements • Partner with Workforce Management to ensure proper staffing levels • Support onboarding and ongoing training initiatives • Develop team members through coaching and career development planning • Collaborate with Claims, Sales, Underwriting, Compliance, and other departments to resolve customer issues and improve service delivery

🎯 Requirements

• Active Property & Casualty insurance license or applicable state insurance license • 3+ years of customer service experience within the insurance, financial services, or related industry • 1+ year of leadership, supervisory, or Team Lead experience in a call center environment • Strong knowledge of insurance products, policies, and regulatory requirements • Excellent communication, coaching, and conflict-resolution skills • Proven ability to analyze performance metrics and drive results • Experience using CRM, telephony, workforce management, or customer service technologies (preferred) • Demonstrated success improving team performance, engagement, and customer satisfaction (preferred) • Ability to work a flexible schedule, including evenings and weekends as business needs require • Bachelor's degree in business, Insurance, or a related field (preferred)

🏖️ Benefits

• Medical, Dental, and Vision Insurance • Health Savings Account (HSA) options • 401(k) with company participation • Paid Time Off (PTO) • Company Observed Holidays • Career growth and development opportunities • Flexible schedule may be available based on business needs and location • Remote, hybrid, or onsite work arrangements may be available based on business needs and location