Lead Support Specialist

Next Insurance, Inc.; City of Rochester (NY); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical plan

Vision and dental insurance

Life insurance

Disability insurance

401(k)

Flexible paid time off

Parental leave

Job summary

NEXT Insurance, Inc. in Rochester, NY is seeking a Support Specialist Lead to guide a high-performing Service team through the full policy lifecycle. You will drive daily performance, SLA attainment, and foster a collaborative, tech-enabled culture where Insurance Advisors deliver exceptional service.

You will leverage automation and AI-driven tools, collaborate with cross-functional teams, and lead process improvements to enhance the SMB customer experience.

Qualifications

• Strong customer focus and service leadership required.
• Clear communication skills (verbal and written).
• Results-driven with strong organizational and prioritization skills.
• Proactively identify problems and recommend process improvements.
• Think strategically about service impact across the policy lifecycle.
• Comfortable leveraging technology, automation, and AI to enhance operations.
• Possess strong industry and product knowledge.
• Hold an active P&C license and relevant insurance/customer service experience.

Responsibilities

• Report to Service Department Manager and contribute ideas for process improvements and technology enhancements.
• Directly manage an assigned team of Insurance Advisors and collaborate cross-functionally to improve service delivery across the policy lifecycle.
• Monitor phone, chat, Slack, and ticket queues in real-time and adjust tactics to meet daily goals; develop individual development plans and performance management.
• Conduct regular team meetings to communicate goals, performance updates, and training details.
• Answer questions, assist with complex problems, ensure quality standards, and identify opportunities for automation/AI support.
• Create and maintain a teamwork-focused culture, enabling Insurance Advisors to deliver exceptional customer service through tech-enabled workflows.
• Provide quality customer service by addressing inquiries and handling escalations, informing cross-functional improvements.

Skills

Customer focus

Service leadership

Clear communication

Results-driven

Problem solving

Strategic thinking

Tech-savviness

AI/tools experience

Insurance knowledge

P&C license

Job description

Location: Rochester, NY (hybrid)

NEXT’s mission is to help entrepreneurs thrive. We’re doing that by building the only technology-led, full-stack provider of small business insurance in the industry, taking on the entire value chain and transforming the customer experience.

Simply put, wherever you find small businesses, you’ll find NEXT.

Since 2016, we’ve helped hundreds of thousands of small business customers across the United States get fast, customized and affordable coverage. We’re backed by industry leaders in insurance and tech, and we still have room to grow—that’s where you come in.

The Support Specialist Lead supports NEXT Insurance’s vision by leading a high-performing, customer-focused Service team and ensuring excellence across the full customer policy lifecycle. This role is responsible for daily team performance, SLA attainment, and fostering a positive, accountable culture where Insurance Advisors are empowered to deliver exceptional service. They maintain deep knowledge of our insurance products and support escalations to ensure timely and effective resolution.

In partnership with the Service Department Manager and cross-functional teams, the Insurance Advisor Lead identifies opportunities to improve processes, reduce friction, and enhance the overall customer experience. They are forward-thinking in leveraging technology, automation, and AI-driven tools to improve operational efficiency, team productivity, and service delivery in the SMB insurance space.

What You'll Do:

• Report to and support the Service Department Manager in daily operations, contributing ideas for process improvements and technology enhancements.
• Directly manage an assigned team of Insurance Advisors and collaborate cross-functionally with other teams and leadership to improve service delivery across the policy lifecycle.
• Monitor phone, chat, Slack, and ticket queues in real-time, leveraging data and technology tools to make necessary adjustments to achieve daily goals. This includes developing tactics, tracking individual development through 1:1 meetings, individual development plans, and performance management.
• Conduct regular team meetings to communicate team goals, performance updates, upcoming events/training, product updates, process enhancements, and overall company direction.
• Answer questions, assist with complex problems, and ensure work complies with quality standards and guidelines, while identifying opportunities for automation, AI support, and skills enhancement.
• Create and maintain a culture of teamwork and collaboration, fostering growth and removing obstacles to enable Insurance Advisors to focus on delivering exceptional customer service through efficient, tech-enabled workflows.
• Provide quality customer service by interacting with customers, addressing inquiries, and effectively handling escalations, while capturing insights to inform cross-functional improvements and smarter operational solutions.

What We Need:

• Demonstrate strong customer focus and service leadership skills.
• Communicate clearly and effectively, both verbally and in writing.
• Be results-driven with strong organizational and prioritization skills.
• Proactively identify problems and recommends process improvements.
• Think strategically about service impact across the policy lifecycle.
• Be comfortable leveraging technology, automation, and AI to enhance operations.
• Posses strong industry and product knowledge.
• Hold an active P&C license and relevant experience in insurance and customer service.

NEXT employees are eligible for our benefits package, consisting of our partially subsidized medical plan, fully subsidized vision/dental options, life insurance, disability insurance, 401(k), flexible paid time off, parental leave and more.

US hourly range for this full-time position: $70,000 — $80,000 USD

Don't meet every single requirement? Studies have shown that some underrepresented people are less likely to apply to jobs unless they meet every single qualification. At ERGO NEXT, we are dedicated to building a diverse, inclusive and respectful workplace, so if you’re excited about this role but your past experience doesn't align perfectly with every qualification in the job description, you may be just the right candidate for this or other roles.

One of our core values is 'Play as a Team'; this means making sure everyone has an equal chance to participate and make a difference. We win by playing together. ERGO Next Insurance is an equal opportunity employer and prioritizes building a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. ERGO Next's policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.