Customer Care Team Leader & Performance Coach

ARAG North America, Inc.; Des Moines (IA); On-site; USD 55,000 - 75,000; Full time

Job summary

ARAG North America, Inc. is seeking a Customer Care Supervisor to lead and coach the Customer Care team in Des Moines, IA. You will drive growth, accountability, and customer-focused outcomes by delivering ongoing coaching, performance reviews, and data-driven insights.

The role requires strong leadership, excellent communication, and the ability to manage multiple responsibilities in a fast-paced environment. Candidates with insurance or legal industry experience will be favored.

Qualifications

• 3–5+ years of experience in customer service.
• 2+ years of leadership experience preferred.
• Legal and/or insurance experience preferred.
• Associate’s Degree or equivalent experience required.

Responsibilities

• Directly supervise Customer Care team members and conduct bi-annual performance reviews.
• Maintain performance documentation and monthly 1x1s with team members to review metrics and growth opportunities.
• Manage PTO requests and staff the team with Lead Supervisors.
• Collaborate with Lead Supervisor to ensure feedback opportunities are identified and addressed.
• Deliver and analyze the overall performance metric report (AHT, ACW, efficiency, member satisfaction).
• Maintain open communication and drive continuous improvement within the Customer Care Department.
• Handle escalated customer issues and provide timely resolutions.

Skills

Customer service

Leadership

Team coaching

Data analysis

Communication

Problem solving

Multi-tasking

Conflict resolution

Time management

Education

Associate’s Degree or equivalent experience

Tools

Microsoft Office

Job description

ARAG North America, Inc. is seeking a Customer Care Supervisor to lead and coach the Customer Care team in Des Moines, IA. You will drive growth, accountability, and customer-focused outcomes by delivering ongoing coaching, performance reviews, and data-driven insights.

The role requires strong leadership, excellent communication, and the ability to manage multiple responsibilities in a fast-paced environment. Candidates with insurance or legal industry experience will be favored.