[Hiring] Customer Service Team Leader @battleface

Role Description

We’re looking for a Customer Service Team Leader to provide hands-on support, coaching, and day-to-day guidance to a team serving customers across multiple channels and geographies.

In this role, you will:

• 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 the creation and management of 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 that affect the Customer Service team or customer journey.
• Foster a supportive and accountable team environment built on active listening, patience, empathy, and kindness.
• Step into frontline customer-support activity when service levels or business needs require it.

Qualifications

• 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.
• A strong sense of urgency and the ability to adapt to changing priorities in a fast-paced environment.
• The ability to quickly adjust to evolving product and partner needs.
• Excellent written and verbal communication skills.
• Confidence handling complex customer issues and escalations.
• Broadly technically proficient including experience with Microsoft Office.

Requirements

• Professional experience in the travel insurance industry.
• Travel insurance, property and casualty, or accident and health licensing.
• Experience working in a technology-focused startup or high-growth business.
• Experience supporting customers across multiple countries and time zones.
• Personal experience with international travel.

Your Focus on Impact

Most importantly, you:

• Consistently aim to exceed relevant and evolving goals.
• Set intentional objectives that improve team performance and the customer experience.
• Build strong relationships that help us fulfill our mission of creating a humanity-focused travel insurance company.
• Balance accountability with empathy, helping team members grow while maintaining high standards.
• Look for practical ways to make the customer and team-member experience better.