[Hiring] Supervisor Customer Service @Independence Pet Group

Role Description

Pets Best is seeking a Supervisor, Customer Service who will report to the Director, Customer Service. The Supervisor, Customer Service is responsible for leading a remote team of Insurance Professionals delivering exceptional service to pet parents through multiple interaction channels. You will combine hands-on supervision with strategic planning—coaching, motivating, and developing your team while ensuring service levels, compliance, and quality standards are consistently met. This role fosters a culture of engagement, continuous improvement, and accountability, while managing day-to-day operations, talent development, and team performance to support Pets Best’s growth and overall experience.

Main Responsibilities

• Coach, Develop & Manage Performance: Mentor a team of 15–18 Insurance Professionals, providing feedback, coaching, and accountability. Monitor KPIs and address gaps proactively while recognizing strong performance.
• Operational Oversight & Escalation Management: Oversee schedules, workload distribution, and real-time performance. Serve as the point of contact for escalations, ensuring rapid resolution and reinforcement of best practices.
• Strategic Planning & Process Improvement: Partner with leadership, Workforce Management, and Training to plan staffing, scheduling, and development strategies. Identify opportunities to enhance efficiency, service, and team experience.
• Culture & Engagement: Foster an inclusive, supportive, and motivating environment. Lead team meetings and facilitate effective virtual communication.
• Collaboration: Work closely with HR, Talent Acquisition, and cross-functional leaders on recruiting, onboarding, retention, and performance management.
• Other Duties: Support department initiatives, special projects, and change management activities as assigned.

Qualifications

• Bachelor’s degree, or High School Diploma/GED
• 2+ years of progressive Contact Center experience.
• Proven experience supervising or leading others with ability to coach, develop, and hold others accountable.
• Strong sense of urgency; thrives in fast-paced, results-oriented, high-volume environments.
• Demonstrated ability to analyze data, make decisions, and proactively manage team performance.
• Strong problem-solving, organizational, and time management skills; adaptable to changing priorities.
• Ability to obtain a Property & Casualty insurance license within 90 days.
• Flexibility to work all hours of operation when needed.
• Current Hours: Monday–Friday (8 AM–9 PM EST) and Saturdays (8:00 am -4:30 pm EST).
• This position is an evening shift.
• Proficiency with Microsoft Office Suite; familiarity with telephony/workforce management systems (Avaya, Verint, NICE).

Preferred Qualifications

• 2+ years of supervisory experience in a high-volume contact center or service related environment.
• P&C license and/or prior Pet Insurance experience.
• Experience leading teams of 15+ associates while fostering an inclusive, engaging team culture.
• Proven track record of influencing across levels and contributing to department-wide improvements.

Benefits

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)