Life & Health CS Team Lead: Coaching & QA

Brown & Brown, Inc.; United States; Remote; USD 25,000 - 33,000; Full time

Benefits offered by this job

Health Benefits

401k

Tuition Reimbursement

Job summary

One80 Intermediaries is seeking a Customer Service Team Lead for Life & Health to join our growing team. The role focuses on frontline coaching, workflow oversight, and ensuring service standards and HIPAA compliance.

Reporting to a supervisor, you will assist with onboarding, monitor queue activity, perform QA, and act as a first-level escalation for CSRs. Leadership experience in customer service and Life & Health licensing may be required.

Qualifications

• Minimum of 3 years of customer service experience, preferably in insurance.
• Previous senior CSR, mentor, or informal leadership experience.

Responsibilities

• Serve as the initial escalation resource for CSRs for procedures, systems, product knowledge, and member inquiries.
• Support onboarding and ongoing training through shadowing and coaching.
• Monitor queue activity, service levels, and workflow distribution.
• Conduct call observations and QA reviews; document and elevate coaching insights.
• Provide real-time support using Five9 and Synergy.
• Reinforce HIPAA requirements and service standards.

Skills

Customer Service

Leadership

Training

Five9

HIPAA

Education

High school diploma

Bachelor's degree preferred

Tools

Five9

Synergy

Job description

One80 Intermediaries is seeking a Customer Service Team Lead for Life & Health to join our growing team. The role focuses on frontline coaching, workflow oversight, and ensuring service standards and HIPAA compliance.

Reporting to a supervisor, you will assist with onboarding, monitor queue activity, perform QA, and act as a first-level escalation for CSRs. Leadership experience in customer service and Life & Health licensing may be required.