Customer Service Team Leader

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🔥 0 minutes ago

🏈 Ohio – Remote

🏈 Ohio – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

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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

• Provide day-to-day leadership, support, and direction to Customer Service team members • Coach team members through regular feedback, one-to-one conversations, and practical development plans • Help onboard and train new team members, including creating and managing knowledge resources • Monitor service, quality, productivity, and workload in an omnichannel environment • Participate in quality-calibration sessions to promote fair and consistent evaluations • Support customer and system escalations, taking ownership of complex cases when needed • Share frontline feedback on business initiatives, processes, and technology affecting the Customer Service team or customer journey • Foster a supportive and accountable team environment • Step into frontline customer-support activity when service levels or business needs require it

🎯 Requirements

• At least two years of experience in a team leader, supervisor, senior agent, or comparable customer-service leadership role • Experience coaching and supporting customer-service colleagues • Experience working remotely and with remote or international teams • Ability to interpret and manage a high volume of information and performance data • Strong sense of urgency and ability to adapt to changing priorities in a fast-paced environment • Ability to quickly adjust to evolving product and partner needs • Excellent written and verbal communication skills • Confidence handling complex customer issues and escalations • Broad technical proficiency, including experience with Microsoft Office • Professional experience in the travel insurance industry preferred as an additional qualification • Travel insurance, property and casualty, or accident and health licensing listed as an additional qualification • Experience in a technology-focused startup or high-growth business listed as an additional qualification • Experience supporting customers across multiple countries and time zones listed as an additional qualification • Personal experience with international travel listed as an additional qualification

🏖️ Benefits

• Remote work • Coaching and practical development plans • Onboarding and training opportunities • Knowledge-resource development and management