Life & Health Customer Service Team Lead — Coaching & Ops

Brown & Brown Insurance; Illinois; On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Health benefits

Financial benefits

Mental health support

Paid time off

Job summary

One80 Intermediaries is seeking a Customer Service Team Lead – Life & Health to join our growing team. The role focuses on frontline coaching, guidance, and workflow oversight to ensure service excellence in the Affinity Customer Service group.

Under supervision, you will monitor queue activity, participate in QA, and provide real-time support using Five9 and Synergy, while promoting accurate, compliant service delivery.

Qualifications

• Minimum of 3 years of customer service experience, preferably in the insurance industry.
• Technical experience with Five9 telephony platform.
• Life & Health insurance licenses may be required for this role.
• High school diploma required; associate or bachelor’s degree preferred.

Responsibilities

• Provide frontline coaching, guidance, and workflow oversight for the Affinity Customer Service team.
• Serve as first-level escalation point for CSRs and assist with training and QA activities.
• Monitor queue activity, service levels, and workflow distribution with Supervisor.
• Conduct call observations and participate in QA reviews, documenting coaching insights.
• Offer real-time support using Five9 and Synergy and review member feedback for improvements.
• Ensure HIPAA compliance and reinforce departmental procedures and service standards.

Skills

Customer service

Team leadership

HIPAA compliance

Education

High school diploma

Associate/bachelor’s degree preferred

Tools

Five9

Synergy

Job description

One80 Intermediaries is seeking a Customer Service Team Lead – Life & Health to join our growing team. The role focuses on frontline coaching, guidance, and workflow oversight to ensure service excellence in the Affinity Customer Service group.

Under supervision, you will monitor queue activity, participate in QA, and provide real-time support using Five9 and Synergy, while promoting accurate, compliant service delivery.