[Hiring] Customer Experience Supervisor @Integrated Specialty Coverages, LLC

Role Description

The Customer Excellence Supervisor is a player-coach who leads a team of 4–6 Specialists supporting brokers, insureds, and carriers across ISC’s insurance operations. This role balances a personal workload with real-time queue ownership, AI-assisted coaching, and day-to-day people leadership — ensuring the team delivers consistently high service levels, quality, and compliance. The Supervisor partners closely with the Manager on performance management, hiring, and training, and serves as the first point of escalation for interactions that exceed Specialist authority.

Position Responsibilities

• 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

Qualifications

• 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

Preferred Qualifications

• P&C insurance MGA, retail, or brokerage experience
• Designation such as P&C License, AINS, AU, APA, CIPA, or CIPTA
• Bachelor’s degree
• Prior supervisory or lead experience in a contact-center / support environment
• Hands-on experience with a WFM platform (e.g., NICE, Verint, Calabrio, Playvox WFM) and an AI QA tool (e.g., Playvox, MaestroQA, Level AI, Observe.AI)

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