Fractional Customer Service Manager – Claims

🕒 May 20

🗽 New York – Remote

🗽 New York – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Silva-Lining HR

WebsiteLinkedInAll Job Openings

1 - 10 employees

🤝 B2B

👥 HR Tech

B2B • HR Tech

Silva-Lining HR is an HR services firm focused on helping organizations build pathways to team success through HR support, team development, and employee-focused programs. The website emphasizes contact and newsletter sign-up, suggesting client outreach and B2B services for improving team performance and HR outcomes.

📋 Description

• Oversee and manage the claims process to ensure timely and accurate resolution of customer issues • Manage and maintain the ticket pipeline in HubSpot for order-related concerns, claims, and follow-ups • Serve as the primary point of contact for all claim-related client communications, including phone and email support • Handle escalated or complex claims and provide effective resolution strategies • Lead project management efforts for claims resolution, including task delegation and coordination with internal team members, vendor partners, shipping providers, and repair services • Monitor claims workflows to ensure deadlines and service expectations are consistently met • Measure and analyze claim-related KPIs, including response times, resolution timelines, customer satisfaction, and operational efficiency • Collaborate cross-functionally to improve claims handling procedures and customer service processes • Analyze claims data to identify trends, recurring issues, and opportunities for process improvement • Ensure compliance with company policies, procedures, and industry regulations • Provide guidance, coaching, and support to customer service representatives as needed

🎯 Requirements

• Bachelor’s degree and/or equivalent related field experience • 3–5 years of experience in claims management, customer service, or a related operational support role • 2+ years of experience using HubSpot or similar CRM/ticketing platforms • 2+ years of experience using a project management software • Strong project coordination skills with the ability to manage multiple moving parts simultaneously • Excellent communication and interpersonal skills, particularly in client-facing situations • Proficiency in claims management software and customer support systems • Strong analytical skills with the ability to interpret data and generate actionable reports • Highly detail-oriented with excellent organizational and time management skills • Strong leadership skills with the ability to motivate, guide, and support team members • Comfortable working independently in a fully remote environment • Ability to manage sensitive customer situations with professionalism, urgency, and empathy.

🏖️ Benefits

• This is a fractional, fully remote contractor opportunity requiring approximately 10 hours per week (around 2 hours daily), with availability aligned to EST business hours.