[Hiring] Service Team Lead @Trellis Technologies

Role Description

The Service Team Lead is a goal-driven operational leader responsible for driving strong customer service outcomes by leading a high-performing remote service team and supporting the day-to-day operations of a call center environment. This role ensures consistent service quality, compliance, and customer satisfaction, while enabling agents to retain customers and identify appropriate cross-sell and upsell opportunities across insurance products.

Reporting directly to the Director of Service, the Service Team Lead will accomplish this by:

• Improving agent performance through regular coaching and training.
• Reviewing reports tracking team performance towards rigorous goals.
• Ensuring operational excellence in the maintenance and execution of daily call center activities.

To be successful, this role will serve as one of the experts on agency decisions and develop their team to use best-in-class service practices.

Qualifications

• 3+ years of experience in a leadership role.
• Insurance expert with the ability to guide and evaluate P&C decisions.
• At least one active P&C or Personal Lines Insurance License.
• Creative problem-solver excited to contribute to strategic direction.
• Analytical mindset with the ability to identify data requirements and analyze data.
• Highly performance-oriented and able to motivate others in a proactive, positive, and firm manner.
• Strong sense of empathy for agents and customers.

Requirements

• Experience with early-stage or high-growth tech startups (bonus points).

Benefits

• Flexible vacation (yes, actually flexible).
• Health insurance starts day one.
• Wellness programming, because balance matters.
• 401(k) and HSA contributions, FSAs, bonuses & equity opportunities.
• Paid parental leave.