Life & Health Customer Service Team Lead

One80 Intermediaries; United States; Remote; USD 25,000 - 33,000; Full time

Benefits offered by this job

Health benefits

401k

Tuition reimbursement

Paid time off

Job summary

One80 Intermediaries is seeking a Customer Service Team Lead – Life & Health to guide the Affinity Customer Service team and ensure service excellence. This role focuses on coaching, escalation support, QA, and process improvement to deliver accurate, compliant member experiences.

Reporting to the Supervisor, you will mentor CSRs, monitor metrics, and partner with Workforce Management on coverage. HIPAA compliance and strong communication are essential traits for success.

Qualifications

• Minimum of 3 years of customer service experience, preferably in the insurance industry.
• Previous senior CSR, mentor, or informal leadership experience.
• Experience with Five9 telephony platform.
• Life & Health insurance licenses may be required for this role.

Responsibilities

• Serve as the initial escalation resource for CSRs for procedures, systems, product knowledge, and member inquiries.
• Support onboarding and ongoing training through shadowing, refresher sessions, job aids, and side‑by‑side coaching.
• Assist with monitoring queue activity, service levels, and workflow distribution.
• Conduct call observations and participate in QA reviews; document and elevate coaching insights.
• Provide real‑time support using Five9 and Synergy.
• Promote a collaborative, inclusive culture and professional conduct.
• Offer timely performance insights to the Supervisor and model organizational values.

Skills

Leadership

Customer service

Coaching

Five9 platform

Education

High school diploma required

Associate or bachelor’s degree preferred

Tools

Five9

Job description

One80 Intermediaries is seeking a Customer Service Team Lead – Life & Health to guide the Affinity Customer Service team and ensure service excellence. This role focuses on coaching, escalation support, QA, and process improvement to deliver accurate, compliant member experiences.

Reporting to the Supervisor, you will mentor CSRs, monitor metrics, and partner with Workforce Management on coverage. HIPAA compliance and strong communication are essential traits for success.