Service Team Lead
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Job Description
Service Team Lead guiding Trellis’s remote insurance call-center team. Coaching agents, improving P&C service quality, and driving retention and cross-sell results.
Responsibilities:
- Serve as an agency expert on P&C and ensure decisions are high quality
- Review individual agent performance and service-results reports
- Analyze data to evaluate the team and inform operational changes
- Coach and mentor a team of 8–10 agents
- Foster a culture of accountability and results
- Monitor daily inquiry volume, agent schedules, and adherence
- Adjust staffing and support to meet demand
- Improve internal processes and program-wide results
- Develop cross-selling and upselling techniques
- Deliver exceptional customer experiences
- Lead day-to-day operations of a remote service team and call center environment
- Ensure consistent service quality, compliance, and customer satisfaction
- Enable agents to retain customers and identify appropriate cross-sell and upsell opportunities
Requirements:
- 3+ years of experience in a leadership role
- Insurance expertise with the ability to guide and evaluate P&C decisions
- At least one active P&C or Personal Lines Insurance License
- Creative problem-solving skills
- Ability to contribute to strategic direction and work wherever necessary to achieve goals
- Analytical mindset with the ability to identify data requirements, analyze data, and review reports
- Highly performance-oriented and able to motivate others in a proactive, positive, and firm manner
- Strong empathy for agents and customers
- Ability to work one weekend day a week
- Must complete a background check prior to starting employment
- Bonus: experience with early-stage or high-growth tech startups
Benefits:
- Competitive compensation (75th+ percentile)
- Fully remote across the US & Canada
- Quarterly virtual and/or in-person events
- Flexible vacation
- Health insurance starts day one
- Wellness programming
- 401(k) contributions
- HSA contributions
- FSAs
- Bonuses
- Equity opportunities
- Paid parental leave
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