Customer Experience Supervisor (Insurance, Call Center)

PEAK6 InsurTech; Austin (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading company in the insurance sector is seeking a Customer Experience Supervisor in Austin, Texas. This role involves leading a team to enhance customer experiences and manage call center operations. Ideal candidates will have a Property and Casualty license, strong leadership skills, and a commitment to customer service excellence.

Qualifications

• Must have Property and Casualty license in Texas.
• 3+ years supervisory experience in a contact center.
• 3+ years of personal lines insurance experience.

Responsibilities

• Lead, coach, and inspire a team of Customer Experience Specialists.
• Handle escalated issues and complex inquiries.
• Monitor key call center metrics and drive performance improvements.

Skills

Leadership

Problem Solving

Communication

Multitasking

Detail-oriented

Education

High School Diploma or equivalent

Bachelor’s preferred

Tools

Microsoft 365

Job description

Customer Experience Supervisor (Insurance, Call Center)

Join to apply for the Customer Experience Supervisor (Insurance, Call Center) role at PEAK6 InsurTech.

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 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.

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 with new challenges every day?

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

Location: Austin, Texas - Onsite

2010 E 6th St, Austin, TX 78702

What You'll Be Doing:

• Lead, coach, and inspire a team of Customer Experience Specialists.
• Handle escalated issues and complex inquiries.
• Monitor key call center metrics and drive performance improvements.
• Set goals, track performance, and help your team excel.
• Ensure effective internal and external communication.
• Organize daily operations, resource allocation, and evaluations.
• Maintain accurate records and ensure compliance.
• Lead change management and process updates.
• Provide regular feedback and coaching.
• Support the team during high call volumes and suggest operational improvements.

What You Bring:

• Property and Casualty license (or willingness to obtain in Texas, Florida, etc.).
• Knowledge of call center KPIs and improvement strategies.
• Leadership skills to motivate and mentor teams.
• Strong multitasking, problem-solving, and communication skills.
• Detail-oriented with a focus on quality and accuracy.
• Dependability and professionalism.
• Tech-savvy with Microsoft 365.
• Customer-first mindset and strong ethical values.

Bonus Points:

• Experience hosting energizing team meetings.
• Ability to identify coaching opportunities.
• Experience with reports, audits, and operational improvements.
• Commercial insurance experience is a plus.

Your Experience & Credentials:

• High School Diploma or equivalent; Bachelor’s preferred.
• 3+ years supervisory experience in a contact center.
• 3+ years of personal lines insurance experience.
• Experience with multiple carriers and platforms is a plus.

Work Environment:

• Full-time onsite in Austin.
• Mostly desk work, with some movement and activity.
• Occasional lifting up to 15 lbs.

Travel & Safety:

• Minimal travel (0–10%).
• Follow safety and cybersecurity guidelines.

Join Us!

If you’re excited about creating memorable customer experiences and leading a team, we want to meet you! Join a company that values leadership, integrity, and collaboration.