Customer Experience Supervisor (Insurance, Call Center)

We Insure; Austin (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading insurance company is seeking a Customer Experience Supervisor to lead their contact center team in Austin, Texas. The ideal candidate will have a Property and Casualty license and experience in insurance, focusing on delivering exceptional service and fostering strong customer relationships. This full-time role involves coaching staff, managing performance metrics, and ensuring smooth operations in a fast-paced environment.

Qualifications

• Minimum of 3 years supervisory experience in a contact center.
• At least 3 years of personal lines insurance (P&C) experience.
• Property and Casualty (P&C) Insurance Producer’s License in Texas.

Responsibilities

• Lead, coach, and inspire Customer Experience Specialists.
• Resolve escalated issues and monitor call center metrics.
• Organize daily operations and ensure compliance with policies.

Skills

Leadership

Problem Solving

Communication

Multitasking

Detail-oriented

Education

High School Diploma or equivalent

Bachelor’s degree preferred

Tools

Microsoft 365

Job description

Customer Experience Supervisor (Insurance, Call Center)

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Customer Experience Supervisor (Insurance, Call Center)

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Who We Are.
At We Insure Group, we are passionate, driven, and purposeful in our mission to personalize protection at the right value. We believe in delivering tailored insurance solutions that meet each client’s unique needs, ensuring they feel confident and supported in every decision.

Who We Are.
At We Insure Group, we are passionate, driven, and purposeful in our mission to personalize protection at the right value. We believe in delivering tailored insurance solutions that meet each client’s unique needs, ensuring they feel confident and supported in every decision.

As both a franchise platform and direct insurance provider, We Insure empowers entrepreneurs to own and operate successful agencies. With over 200 locations across 35 states, we support our agency owners, customers, and carrier partners by enabling faster service, greater efficiency, better choices, and improved results.

What sets us apart? We’re data-driven for better value and people-led for better service. Our purpose is rooted in clarity, guidance, and long-term trust, helping individuals and business owners make informed insurance coverage decisions. We’re building something meaningful and seek purpose-driven individuals to lead the way.

Must have Property and Casualty license in Texas

Customer Experience Supervisor – Be the Heartbeat of Our Contact Center!

Are you a natural leader with a passion for people and problem-solving? Do you thrive in a fast-paced environment where each day brings new challenges?

We’re looking for a Customer Experience Supervisor with Property and Casualty Insurance experience to guide our Contact Center team in delivering top-tier support to policyholders, producers, lenders, and more. If you have the energy, experience, and enthusiasm, we want you on our team!

Location: Austin, Texas - Onsite - 2010 E 6th St, Austin, TX 78702

What You'll Be Doing (Your Day-to-Day Responsibilities):

• Lead, coach, and inspire Customer Experience Specialists to deliver outstanding service and foster strong customer relationships.
• Resolve escalated issues and complex inquiries, providing calm and effective solutions.
• Monitor and manage call center metrics such as call quality, handle time, availability, and task completion to ensure optimal performance.
• Set goals, track performance, and help your team achieve new heights.
• Ensure smooth internal and external communication to support excellent service.
• Organize daily operations, including resource allocation, evaluations, and productivity monitoring.
• Maintain accurate records, monitor attendance, and ensure compliance with policies.
• Lead change management efforts, guiding your team through process updates with professionalism and adaptability.
• Provide regular feedback and coaching through one-on-ones, real-time check-ins, and performance reviews.
• Support your team during high call volume periods and lead by example.
• Contribute ideas for operational improvements, test new processes, and streamline workflows.

What You Bring to the Role:

• Property and Casualty (P&C) Insurance Producer’s License in Texas (or willingness to obtain in multiple states including Florida).
• Strong understanding of call center KPIs and strategies for improvement.
• Natural leadership skills—motivating, mentoring, and advancing a team.
• Excellent multitasking, problem-solving, and communication skills.
• Detail-oriented with a focus on quality and accuracy.
• Dependability and professionalism.
• Tech-savvy, proficient with Microsoft 365, and capable of working independently or collaboratively, remotely or in-office.
• Customer-first mindset and strong ethical principles.

Bonus Points:

• Experience hosting engaging team meetings and stand-ups.
• Ability to identify coaching opportunities and develop employees.
• Comfort with reports, audits, and operational enhancements.
• Experience in commercial insurance is a plus.

Your Experience & Credentials:

• High School Diploma or equivalent required.
• Bachelor’s degree preferred.
• Minimum of 3 years supervisory experience in a contact center.
• At least 3 years of personal lines insurance (P&C) experience.
• Experience with multiple carriers and insurance platforms is advantageous.
• Proven coaching and leadership skills in a metrics-driven environment.

Work Environment:

• Full-time, onsite in Austin, Texas.
• Comfortable indoor workspace with occasional movement and activity.
• Ability to lift up to 15 lbs and stand when needed.

Travel & Safety:

• Minimal travel (0–10%).
• Adherence to safety protocols and cybersecurity best practices.

Join Us!
If you’re passionate about creating memorable customer experiences and empowering your team, we want to hear from you! Join a company that values leadership, integrity, and collaboration, and brings energy and heart to everything we do.

Our Values and Total Rewards sections are comprehensive but can be retained as is for clarity. The main content should be clearer, more concise, and focused on the role without repetitive or irrelevant information.