Claims Customer Service Manager

Job not on LinkedIn

🔥 17 minutes ago

🏈 Ohio – Remote

🏈 Ohio – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.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.

Apply Now

Find Similar Remote Jobs

battleface

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

👥 B2C

🛡️ Insurance

✈️ Travel

💰 Venture Round on 2021-05

B2C • Insurance • Travel

battleface is a travel insurance company designed for modern travelers, offering coverage tailored for adventure and diverse travel experiences. Founded initially for the UK and European markets, battleface has expanded globally to cater to travelers in the United States, Australia, and Canada. The company prides itself on a service-oriented approach, providing 24/7 travel assistance, a streamlined digital claims process, and policies that are adaptable to the specific needs of individual travelers or groups.

📋 Description

• Lead and manage the Claims Customer Service team with day-to-day oversight, direction, and support • Establish expectations for service quality, productivity, professionalism, and accountability • Develop and deliver onboarding, training, coaching, performance reviews, quality assessments, and development sessions • Support recruitment, workforce planning, scheduling, and service coverage • Oversee customer interactions across telephone, email, live chat, and other digital channels • Ensure accurate, timely, and consistent responses to policyholders, claimants, brokers, and insurance partners • Monitor service levels, response times, call handling, case resolution, and customer satisfaction • Manage escalated inquiries, complex claims questions, and service complaints • Coordinate with Claims Adjusters, Medical Assistance, Operations, and other departments to resolve customer issues • Identify complaints, service failures, bottlenecks, and knowledge gaps, and implement corrective actions • Manage customer service technology, workflows, automation, routing, case management, and operational efficiency • Work with IT, Product, and Engineering to troubleshoot issues and implement technology improvements • Help develop and implement AI-assisted tools • Maintain accurate customer records, interaction histories, and claims information • Develop standard operating procedures, training materials, and knowledge resources • Establish and maintain quality assurance programs for calls, emails, and chats • Monitor KPIs and provide reporting and recommendations to senior management • Implement measurable performance improvement plans and maintain consistent standards across teams, shifts, and locations

🎯 Requirements

• 5+ years of experience in insurance customer service, claims operations, or a related financial services environment • 3+ years of people management experience, ideally leading customer service or claims support teams • Strong understanding of insurance claims processes, policy benefits, documentation requirements, and customer communications • Experience in travel insurance, medical assistance, or insurance claims administration is strongly preferred • Experience managing multichannel customer service operations, including telephone, email, and live chat • Strong technical proficiency with CRM, contact center, ticketing, and claims management platforms • Ability to interpret operational data, identify trends, and translate findings into measurable improvements • Experience developing training programs, coaching employees, and managing team performance • Excellent written and verbal communication skills, including explaining complex insurance matters clearly • Ability to handle escalations, difficult conversations, and sensitive customer situations • Strong organizational skills and attention to detail • Ability to manage competing priorities • Sound judgment and independent decision-making • Practical problem-solving approach • Comfort managing geographically distributed teams in a fast-paced, technology-driven environment

🏖️ Benefits

• Remote position with flexibility • Opportunity to shape Claims Customer Service operations • Opportunity to introduce better technology and develop people • Opportunity to directly influence the customer experience delivered to travelers worldwide • Global team environment • Professional development through onboarding, training, coaching, and individual development sessions

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume