Lead a high-performing customer support team while driving service excellence, coaching agents, and supporting an evolving contact center environment.
About One Inc
One Inc is a leading digital payments platform serving the insurance industry. We streamline how carriers manage billing and disbursements by delivering secure, modern, customer-friendly payment solutions. Our teams thrive in a culture built on collaboration, transparency, and continuous improvement. We believe in developing talent, supporting growth, and empowering employees to lead with integrity.
Schedule
- Full-time
- Remote
- $24 per hour
- Standard business hours; shifts may vary based on operational needs
Responsibilities
- Lead and coach a team of Customer Service Agents in a fast-paced contact center
- Monitor performance, provide timely feedback, and conduct coaching sessions
- Handle escalated customer contacts independently
- Serve as a Subject Matter Expert on company policies, contact center procedures, and product knowledge
- Coordinate communication between management, QA, and frontline teams
- Oversee schedule adherence, daily assignments, and workload distribution
- Track and report team metrics, KPIs, and performance trends
- Identify operational issues and escalate when needed
- Support hiring decisions and participate in performance evaluation processes
- Deliver team updates, policy changes, and engagement activities during meetings
- Provide real-time assistance and support to team members
- Maintain a positive, collaborative, and adaptable team environment
Requirements
- 1–2 years of direct experience managing a customer service team (remote or in-person)
- Strong coaching, performance management, and disciplinary experience
- Proficiency with Microsoft Office, Google Suite, and CRM platforms
- Excellent communication, emotional intelligence, and relationship-building skills
- Ability to problem-solve, think critically, and make decisive decisions
- High level of organization and ability to manage priorities and deadlines
- Associate degree or 2+ years of relevant experience preferred
- Insurance industry experience preferred
- Bilingual communication skills a plus
Benefits
- Competitive hourly pay
- Fully remote role
- Growth and development opportunities
- Supportive, inclusive team culture
- Standard office equipment and technology requirements apply
Lead with integrity. Coach with purpose. Elevate customer experience.
Happy Hunting,
~Two Chicks…