Customer Service Team Leader - Growth & Ops

brightway; Jacksonville (FL); On-site; USD 70,000 - 95,000; Full time

Job summary

Brightway in Jacksonville, FL seeks a dynamic leader to head the customer service team, ensuring timely, high‑quality insurance service while resolving disputes and driving process improvements. You will assign work, mentor staff, and partner with franchisees to deliver consistent results.

The role requires 4–6 years in customer service, 2+ years managing a team, and proficiency with Microsoft Office; a 20‑44 or 220 license is preferred.

Qualifications

• This position requires 4-6 years’ experience in Customer Service or related field, with 2+ years managing a team.
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• 1+ year of Brightway Engagement Center experience preferred.
• Possession of a 20-44 or 220 insurance license is preferred.

Responsibilities

• Manage a team of insurance professionals handling inquiries from customers, agents, carriers via phone and email.
• Identify workflow improvements to boost service quality and efficiency.
• Provide training and coaching using Brightway systems and processes.
• Conduct regular discussions to review performance and foster improvement.
• Represent the team to leadership and report outcomes to management.
• Maintain accurate procedures manuals and administer HR policies/procedures.
• Write objectives, conduct reviews, and assist with salary recommendations.
• Performs other related duties as assigned.

Skills

Leadership

Customer service mindset

Communication

Training others

Problem solving

Time management

Mentoring

Team leadership

Bilingual preferred

Education

P&C license 20-44 or 220

Tools

Microsoft Office

Job description

Brightway in Jacksonville, FL seeks a dynamic leader to head the customer service team, ensuring timely, high‑quality insurance service while resolving disputes and driving process improvements. You will assign work, mentor staff, and partner with franchisees to deliver consistent results.

The role requires 4–6 years in customer service, 2+ years managing a team, and proficiency with Microsoft Office; a 20‑44 or 220 license is preferred.