Lead and develop a high-performing customer service team supporting veterinary and association Life & Health programs, ensuring accuracy, efficiency, and exceptional service.
About One80 Intermediaries
One80 Intermediaries is a leading insurance wholesaler and program manager with 55+ offices across the U.S. and Canada. We provide specialty placement services, binding authority, and administrative support across property & casualty, life, travel/accident, health, affinity programs, and warranty business. In 2024, One80 was ranked the 14th largest broker in the U.S. by Business Insurance and earned Great Place to Work® Certification for the second consecutive year.
Schedule
- Full-time
- Remote (U.S.)
- Anticipated start date: February 2026
- Pay range: $51,800 – $52,000 annually
Responsibilities
- Supervise, coach, and develop customer service team members
- Approve time-off requests and bi-weekly timecards
- Set performance goals and support team member development
- Conduct performance reviews, 1:1 meetings, and coaching sessions
- Monitor service levels, productivity, and quality standards
- Ensure adherence to Service Level Agreements (SLAs)
- Review feedback and surveys; follow up with members when needed
- Identify workflow improvements to increase efficiency and satisfaction
- Partner with Workforce Management on schedules, forecasting, and staffing
- Perform quality assurance reviews and participate in calibration sessions
- Analyze contact trends and recommend workflow or routing improvements
- Collaborate with IT, product, and telephony teams to optimize Five9 call flows
- Support new system releases, enhancements, and process changes (UAT, training, rollout)
- Maintain strict HIPAA and PHI compliance
- Foster employee engagement, recognition, and communication in a virtual environment
Requirements
- Bachelor’s degree in Business Management, Administration, or related field
- 5+ years of insurance industry experience (customer service environment preferred)
- Prior supervisory or team lead experience
- Life & Health insurance license or ability to obtain within 60 days of hire
- Experience or familiarity with veterinary workflows a plus
- Strong coaching, leadership, and communication skills
- Ability to analyze performance data and implement improvements
- Proficiency with Microsoft Office and CRM tools
- Strong problem-solving and decision-making skills
Benefits
- Competitive annual salary
- Growth and leadership development opportunities
- Collaborative, values-driven work culture
- Exposure to specialized veterinary and association programs
Lead a team that elevates service quality for customers and partners nationwide.
Happy Hunting,
~Two Chicks…