Claims Customer Experience Team Lead

Reserv; Atlanta (GA); Remote; USD 75,000 - 105,000; Full time

Benefits offered by this job

Health insurance (nationwide)

Vision & dental

401(k) Matching

Generous PTO

Family leave

Work from anywhere

Apple laptop + monitor

Job summary

Reserv, an insurtech, is seeking a Claims Customer Experience Team Lead to mentor and build processes for the Customer Experience team as they support clients through the claims lifecycle.

The role requires strong leadership, insurance knowledge, and a commitment to white-glove service, with cross-functional collaboration with Claims Operations, Product Operations, and Engineering to streamline workflows.

Qualifications

• Bachelor's degree or equivalent experience in insurance or contact center.
• Proven leadership to motivate and develop a diverse team.
• Excellent verbal and written communication; clear, empathetic explanations.
• Strong problem-solving and critical-thinking with a focus on customer service.
• Ability to monitor performance metrics and drive data-driven decisions.
• Experience with regulatory requirements in insurance claims.
• Organizational and time-management skills to prioritize tasks.
• Ability to maintain a positive, inclusive work environment.
• Experience with cross-functional collaboration with Ops, Product, and Engineering.
• Willingness to stay updated on industry trends and tech.

Responsibilities

• Provide guidance to team on claims process and ensure prompt resolution.
• Maintain dependable performance to meet or exceed goals.
• Align team with client and customer expectations.
• Hire, train, and coach new and existing team members.
• Mentor reports with understanding of claims processes and regulations.
• Collaborate with Claims Operations, Product Ops, and Engineering to streamline processes.
• Stay updated on industry trends and regulatory changes.
• Ensure compliance with guidelines and foster a customer-centric culture.

Skills

Leadership

Insurance knowledge

Communication

Problem-solving

Analytical skills

Time management

Team development

Cross-functional collaboration

Empathy

Education

Bachelor's degree or equivalent in insurance or contact center

Job description

Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike. We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can't wait to meet you.

Location Requirement

Candidates must reside in an eligible U.S. state throughout employment. We are unable to hire candidates residing in California, Alaska, Hawaii, U.S. territories, or outside the United States.

About the role

The Claims Customer Experience Team Lead plays a vital role in supporting the operations of the Customer Experience team at Reserv. The successful candidate will be heavily involved in mentoring team members, process creation, and implementation. They will ensure their team provides exceptional customer service for our clients throughout the claims process. This role requires strong leadership skills, insurance expertise, and a commitment to delivering outstanding, white-glove service.

The ideal candidate has a willingness to help us continuously improve the support function, build and document new processes, and consistently look for ways to streamline their function. In addition, you will collaborate closely with our claims adjusters and leadership to give feedback and identify technology and process improvements.

What you'll do

• Provide guidance and information to Team members regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims
• Consistently strive to be dependable in achieving or exceeding goals, and overcoming obstacles while focusing on best practices for claims handling, including claim intake.
• Align team with client and customer expectations of the claims process
• Attract, hire, retain, and provide a high level of new-hire training and coaching of existing team members with the support of the rest of the leadership team
• Provide direct reports with accurate mentorship and support by maintaining a thorough understanding of insurance claims processes, regulatory requirements, and industry standards.
• Collaborate cross-functionally with other teams, including Claim Operations, Product Operations, and Engineering, to streamline processes
• Stay updated on industry trends, emerging technologies, and regulatory changes impacting the insurance claims landscape
• Ensure compliance with relevant guidelines and protocols
• Foster a positive and inclusive work environment that promotes teamwork, innovation, and a customer-centric culture

Qualifications

• In-depth knowledge of insurance claims processes, terminology, and best practices
• Bachelor's degree or equivalent experience in insurance or contact center
• Strong leadership skills with the ability to motivate, inspire, and develop a diverse team
• Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically
• Demonstrated problem-solving and critical-thinking abilities, with a focus on delivering exceptional customer service
• Strong analytical skills to monitor and interpret performance metrics, identify trends, and drive data-driven decision-making
• Empathy, patience, and resilience to handle challenging customer interactions and navigate complex claim scenarios
• Excellent organizational and time management skills to effectively prioritize tasks, meet deadlines, and drive results
• Generous health-insurance package with nationwide coverage, vision, & dental
• 401(k) retirement plan with employer matching
• Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
• Generous family leave policy after 8 months of continuous work
• Work from anywhere to facilitate your work life balance
• Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!

At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!