Licensed Customer Service Manager - Remote Lead (12-14 Agents)

Hidden Jobs; United States; Remote; USD 75,000 - 110,000; Full time

Benefits offered by this job

Remote-first organization

Collaboration hubs in Chicago & St. P"

Live in one of 32 US states

Job summary

Hidden Jobs is seeking a Licensed Customer Service Manager to lead a team of 12-14 licensed agents within a homeowners insurance organization, coaching performance and elevating the customer experience across the insurance journey, scheduled 10am-7pm CST.

This remote-first role emphasizes coaching, analytics, escalations, and cross-functional collaboration, with optional hubs in Chicago, IL and St. Petersburg, FL. Candidates must reside in one of 32 listed U.S. states to work full-time.

Qualifications

• Active Property & Casualty (P&C) insurance license is required.
• 3+ years of customer service or customer support experience, including 2+ years leading customer service teams.
• Strong analytical skills for translating performance data into coaching and operational decisions.
• Demonstrated success managing escalations and partnering across functions.

Responsibilities

• Lead, coach, and develop a team of 12-14 licensed Customer Service Agents to achieve performance goals.
• Monitor service metrics, identify trends, and implement improvement plans.
• Analyze performance data to inform coaching, workforce planning, and decisions.
• Develop service initiatives to improve customer experience and team effectiveness.
• Resolve complex customer escalations while modeling exceptional service.
• Partner across functions to ensure agents have tools and information needed to succeed.
• Support recruiting, interviewing, onboarding, and training of new agents.
• Foster a collaborative, accountable, high-performing team culture focused on continuous improvement.

Skills

Leadership

Analytics

Coaching

Escalations

Cross-functional

Job description

Hidden Jobs is seeking a Licensed Customer Service Manager to lead a team of 12-14 licensed agents within a homeowners insurance organization, coaching performance and elevating the customer experience across the insurance journey, scheduled 10am-7pm CST.

This remote-first role emphasizes coaching, analytics, escalations, and cross-functional collaboration, with optional hubs in Chicago, IL and St. Petersburg, FL. Candidates must reside in one of 32 listed U.S. states to work full-time.