Customer Experience Supervisor (Insurance, Call Center)

We Insure; Austin (TX); On-site; USD 65,000 - 85,000; Full time

Job summary

Join We Insure as a Customer Experience Supervisor in Austin, Texas, where you will lead and mentor our contact center team. Your role will involve managing performance metrics, providing outstanding support to customers, and driving team results. We seek a passionate leader with property and casualty insurance knowledge and call center experience to enhance our customer service delivery.

Benefits

401K Match

Personal Days

Paid Parental Leave

Tuition Reimbursement

Employee Support Programs

Qualifications

• 3+ years of contact center supervisory experience.
• Property and Casualty (P&C) Insurance Producer’s License preferred.
• Strong understanding of call center KPIs.

Responsibilities

• Lead and inspire a team to deliver outstanding customer service.
• Monitor key metrics to ensure team performance.
• Serve as a change management leader.

Skills

Multitasking

Problem-solving

High-level communication

Leadership

Quality control

Education

High School Diploma or equivalent

Bachelor’s degree

Tools

Microsoft 365

Job description

Customer Experience Supervisor (Insurance, Call Center)

Customer Experience Supervisor (Insurance, Call Center)

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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 like-minded entrepreneurs with the opportunity 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 choices about their insurance coverage. We're building something meaningful and looking for purpose-driven individuals to help lead the way.

Property and Casualty license in State of Texas highly preferred, but must have call center experience!

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 every day brings a new challenge?

We’re looking for a Customer Experience Supervisor with Property and Casualty Insurance experience to guide our incredible Contact Center team in delivering top-notch support to policyholders, producers, lenders, and more. If you’ve got the energy, the experience, and the enthusiasm, we’ve got the team that needs you!

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

What You'll Be Doing (a.k.a. Your Day-to-Day Heroics):

• Lead, coach, and inspire a team of Customer Experience Specialists to deliver outstanding service and build strong customer relationships.
• Be the go-to problem solver for escalated issues and complex inquiries—your calm in the storm makes all the difference.
• Monitor and manage key call center metrics such as call quality, handle time, availability, and task completion to ensure team performance.
• Drive results by setting goals, tracking performance, and helping your team hit new heights.
• Keep communication flowing—internally and externally—because great service starts with being on the same page.
• Organize and orchestrate the day-to-day, including resource allocation, evaluations, and productivity tracking.
• Maintain accurate records, monitor attendance, and ensure compliance with departmental policies and procedures.
• Serve as a change management leader, guiding your team through process updates and organizational shifts with adaptability, professionalism, and a solutions-focused approach.
• Deliver timely and thoughtful feedback and coaching through weekly one-on-ones, real-time check-ins, and performance reviews.
• Roll up your sleeves during high call volume to support your team and lead by example.
• Help make us better! Bring your ideas for efficiency improvements, test new processes, and streamline operations.

What You Bring to the Table:

• State Property and Casualty (P&C) Insurance Producer’s License? Must have (or be ready to get one in multiple states, including Texas and Florida).
• A firm grip on call center KPIs and how to improve them.
• A natural leadership style—you know how to motivate, mentor, and move a team forward.
• Solid skills in multitasking, problem-solving, and high-level communication.
• Detail-oriented with a love for quality control, accuracy and doing things the right way.
• A track record of dependability and professionalism.
• Tech-savvy with Microsoft 365 and able to work independently or with a team, whether they are remote or in-office.
• A strong ethical foundation and a customer-first mindset.
• Love hosting energetic team stand-ups and monthly meetings that actually energize your crew.
• Have a knack for spotting coaching opportunities and making great employees even better.
• Aren’t afraid to roll up your sleeves and dig into reports, audits, and operational improvements.
• Big plus if candidate has any commercial insurance experience.
• High School Diploma or equivalent required.
• Bachelor’s degree? Nice to have.
• 3+ years of contact center supervisory experience.
• Deep understanding of personal lines insurance (3+ years P&C experience required).
• Experience working across multiple carriers and insurance platforms? That’s a big plus.
• Strong background in coaching and leading in a metrics-driven environment.

Where You’ll Work:

• Full time onsite in our Austin office.
• In a comfy yet professional indoor space where your biggest commute might be from your desk to the coffee machine .
• Mostly seated at a desk with a computer, but you’ll move around and stay active too.
• Occasionally lift up to 15 lbs and stay on your feet when needed.
• Minimal travel (0–10%), so you can keep your roots firmly planted.
• Follow safety guidelines and cybersecurity best practices—because protecting people and data is what we do.

Ready to Lead with Purpose?

If you're excited about creating memorable customer experiences and helping your team shine every day, we want to meet you! Come join a company that values leadership, integrity, and collaboration—and brings energy and heart to everything we do.

Our Values. The We Way.

At We Insure, Group our values shape how we work, how we lead, and how we grow—together. They’re more than just words—they guide every interaction, every decision, and every customer experience.

We Way Reflects Our Commitment to.

• We personalize protection at a price you can trust
• We hustle to find opportunity
• We care authentically
• We thrive in ambiguity
• We own our results
• We have fun along the way

Our Total Rewards.

• 401K Match
• Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave
• Short and Long-Term Disability
• Employee Support Programs, Including Mental Health
• Tuition Reimbursement
• Matching Charitable Gift Program
• Lucrative Referral Program

This position is not able to be performed in California, Colorado, New York or Washington.

EEO

We Insure Group is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.

Disability

We Insure Group is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please contact our HR department at [e-mail]. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.

Note to applicant: It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. Please know that our company does not use lie detector tests in our hiring process.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Insurance, Insurance Agencies and Brokerages, and Insurance Carriers

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

Tuition assistance

Disability insurance

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