Claims CX Team Lead - Mentorship & Process Innovator

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, 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.