CSC Licensed Service Supervisor

Simply Business; Boston (MA); Hybrid; USD 67,000 - 110,600; Full time

Benefits offered by this job

Group medical, dental, vision coverage

401(k) plan with 5% employer match

25 days of vacation

Hybrid working model

Job summary

Simply Business, based in Boston, MA, is seeking a CSC Supervisor to lead a customer service team. This role involves guiding Licensed Service Agents to deliver high-quality service while managing daily operations and collaborating with various departments.

The ideal candidate will have a background in customer service, experience with Zendesk, and a property & casualty license. Benefits include a comprehensive medical plan, 401(k) matching, generous vacation time, and a hybrid working model.

Qualifications

• 2+ years' experience leading teams in a customer service call center environment.
• Must have experience with ticketing systems such as Zendesk.
• 1+ years' experience in the insurance industry with an active Property & Casualty license.

Responsibilities

• Lead a team of Licensed Service Agents to deliver exceptional service.
• Manage day‑to‑day operations and performance.
• Collaborate with cross‑functional partners to improve service delivery.

Skills

Leadership in customer service

Experience with Zendesk

Customer Service experience

Property & Casualty license

Analytical problem-solving

Tools

Calabrio

Google Suite

Job description

Who Are We?

Simply Business is a digital insurance brokerage that specializes in protecting small businesses by simplifying the insurance-buying process through technology, data, and expertise. Our proprietary platform allows owners to search and compare quotes from top‑ranked providers, customize coverage, and purchase policies online.

Employment Details

Position: Supervisor – Customer Solutions Center (CSC)
Type: Permanent
Salary range: $67,000.00 – $110,600.00 per year.
Benefits include performance‑based cash incentives and a comprehensive benefits package.

What Is the Opportunity?

As a CSC Supervisor, you will lead a team of Licensed Service Agents, guiding them to deliver exceptional service while meeting quality and performance standards. You will coach and mentor your team, manage day‑to‑day operations, and collaborate with cross‑functional partners to improve service delivery.

• Manage individual and team delivery against the service agent performance framework: Contact Delivery, Customer Impact, and CSC Standards.
• Monitor real‑time phone behaviors, break thresholds, and after‑call wrap times.
• Collaborate on performance root cause analysis and action plans to address gaps.
• Lead, monitor, motivate, and evaluate the day‑to‑day performance at team and individual level. Ensure compliance with company processes.
• Partner with quality, operations, product, and support teams to meet compliance requirements.
• Collaborate cross‑functionally to align day‑to‑day operational initiatives with the broader customer experience strategy.
• Oversee Zendesk queue management, prioritizing complex requests for internal and external customers.
• Guide the team through automated digital shifts and Gen AI auto‑reply rollouts for automated servicing.
• Support skill diversification across licensed and unlicensed agents to balance workloads.
• Support cross‑departmental efforts to achieve overall Objective Key Results, including effective call routing, IVR re‑routes, and chatbot deployment.

Required Skills

• 2+ years' experience leading teams in a customer service call center environment
• Must have experience with ticketing systems such as Zendesk
• Must have Customer Service experience from a prior role
• 1+ years' experience in the insurance industry with an active Property & Casualty license
• Self‑motivated work ethic
• Proven experience of leading a team to high standards of performance
• Able to engage and collaborate with cross departmental stakeholders
• Ability to problem solve and develop creative solutions utilizing strong analytical proficiencies
• People leadership experience with identifying and developing talent
• Strong prioritization skills, time management, influencing leadership, and handling projects
• Experience with ticketing systems/managing email Service Level Agreements
• Experience with efficiency/performance management
• Proven past change management experience with projects varying in size and impact
• Experience in leading through complex transitions and maintaining engagement during periods of uncertainty

Preferred Experience

• Proven track record of mentoring high‑performing team members while fostering a culture of accountability and professional growth
• Demonstrated the ability to navigate organizational shifts and change
• Hands‑on experience navigating Calabrio (WFM) and Rippit (QA)
• Familiarity with data tools such as Looker, Google Suite, and knowledge bases like Guru
• Experience leading blended teams consisting of both licensed and unlicensed personnel

Benefits

• Group plan for medical, dental, vision, and prescription drug coverage.
• Short term disability, long term disability, and life insurance coverage.
• Participation in the company’s bonus program.
• Participation in 401(k) plan with a 5% employer match.
• Commuter benefits to help cut down on parking and public transit costs.
• 25 days of vacation time plus 10 sick days and 10 company holidays.
• A genuine investment in your learning and development.
• Regular team outings and volunteer opportunities.
• An awesome office space.
• A hybrid working model, giving employees choice and flexibility.

Employment Practices

Simply Business is an equal opportunity employer. We’re committed to welcoming and helping employees grow within an inclusive & diverse culture.