Commercial Lines Team Lead: Customer Experience & Automation

brightway; Jacksonville (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Brightway Insurance in Jacksonville, Florida is seeking an Engagement Center Team Lead to drive daily performance and elevate service quality across the team. You will lead hands-on, coach reps, and create a high-performance culture centered on customer experience and accountability.

You will own real-time floor presence, monitor dashboards, remove blockers, and mentor career growth. This role partners with Technology to automate workflows, improve processes, and ensure adherence to standards

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 4–6 years of experience in customer service, insurance operations, or contact center environments with demonstrated leadership.
• Active 20-44 or 220 insurance license required.
• Minimum 3 years commercial insurance preferred.
• Proficiency in Microsoft Office applications.

Responsibilities

• Own real-time floor presence — monitor queues, intervene early, and remove blockers before they affect customers or SLAs.
• Review team dashboards and metrics at the start and end of every shift; act on trends, not just exceptions.
• Deliver targeted, data-driven coaching focused on performance improvement and customer outcomes.
• Deliver rapid feedback loops — same-day recognition and redirection.
• Champion QA outcomes; ensure standards are understood and met; escalate systemic issues with root-cause and solutions.
• Lead automation initiatives; partner with Technology to implement, test, and embed new tools and workflows.
• Develop team members; conduct regular 1:1s and performance reviews; build bench strength.

Skills

Metrics fluency

Coaching credibility

Change agility

Operational leadership presence

Continuous improvement mindset

Communication

Education

Bachelor’s degree or equivalent professional experience

Tools

Microsoft Office

Job description

Brightway Insurance in Jacksonville, Florida is seeking an Engagement Center Team Lead to drive daily performance and elevate service quality across the team. You will lead hands-on, coach reps, and create a high-performance culture centered on customer experience and accountability.

You will own real-time floor presence, monitor dashboards, remove blockers, and mentor career growth. This role partners with Technology to automate workflows, improve processes, and ensure adherence to standards