Customer Experience Supervisor

🔥 0 minutes ago

🏈 Ohio, Pennsylvania, +2 more states – Remote

🏈 Ohio – Remote 🔔 Pennsylvania – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

💵 $26 - $33 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

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

Upload Resume

ISC (Integrated Specialty Coverages, LLC)

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏢 Enterprise

Insurance • Technology • Enterprise

ISC (Integrated Specialty Coverages, LLC) is a dynamic company specializing in providing a wide range of insurance programs tailored to various industries. Their offerings include general liability, excess liability, and professional liability insurance for sectors such as construction, hospitality, marine, trucking, entertainment, and more. ISC is known for its innovative use of AI underwriting to enhance the speed and efficiency of insurance distribution, offering competitive rates and comprehensive coverage through a fully digital platform. The company has been recognized for its excellence and awarded for its achievements in the insurance sector.

📋 Description

• Player-coach for insurance, applying deep insurance knowledge to your own work and your coaching of Specialists • Carry a personal ticket load to stay current on workflows, system changes, and customer pain points • Coach 4–6 Specialists using AI QA outputs — review flagged interactions, deliver weekly 1:1 feedback, and document coaching plans • Own real-time queue and WFM adherence for the shift: monitor service levels, redirect staffing, and manage intraday escalations • Handle escalations and de-escalations that exceed Specialist authority • Run team huddles, deliver process and product updates, and reinforce compliance and quality standards • Partner with Manager on performance improvement plans • Identify training gaps and partner with Manager and Training on implementation and reinforcement • Support hiring — interview candidates and onboard new hires within the team

🎯 Requirements

• 3+ years P&C insurance experience • 4+ years’ experience in a contact center, customer support, or insurance operations environment • 1+ year in a lead, senior specialist, or supervisory capacity • Demonstrated knowledge of priority KPIs for a service center • Demonstrated ability to coach to QA results and manage real-time queue and adherence • Experience with a ticket management system (Zendesk, ServiceNow, Intercom, or Salesforce) • Strong communication, conflict resolution, and de-escalation skills • Commitment to dependability of attendance and adherence to work schedule • High School Diploma or equivalent experience required • Dedicated, private room with a door for work use; minimum internet speeds of 25 Mbps download / 10 Mbps upload with a hardwired (ethernet) connection strongly preferred

🏖️ Benefits

• Employee Ownership Program - every eligible employee shares in the financial rewards that grow when the company grows • Professional development opportunities • Owner Referral Program • Work from home reimbursement for remote/hybrid roles • Canary emergency financial assistance program • Comprehensive medical, dental, vision • Life/AD&D Insurance • Confidential, Employee Assistance Program • Health Savings Account, includes company contribution • Short-term disability • Voluntary benefits - supplemental accident, critical illness, hospital insurance • Employee discounts • 401(k) Plan with company match contribution • Addition Wealth Financial Wellness Program • Various Time Off Programs • 11 company paid holidays