Life & Health Customer Service Team Lead - Remote

One80 Intermediaries Inc.; Illinois, United States, Northern America, Americas; Hybrid; USD 25,000 - 33,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Mental health & wellness programs

Paid time off

Job summary

One80 Intermediaries is seeking a Customer Service Team Lead – Life & Health to join our remote-friendly team. The role supports the Affinity Customer Service group with coaching, workflow oversight, and escalation for CSRs, ensuring service standards and HIPAA compliance.

You will mentor, monitor queue activity, participate in QA, and help develop SOPs and training materials while maintaining a positive, member-focused environment.

Qualifications

• Minimum of 3 years of customer service experience, preferably in the insurance industry.
• Previous senior CSR, mentor, or informal leadership experience.
• Technical 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 new hire onboarding and ongoing training through shadowing, refresher sessions, job aids, and side-by-side coaching.
• Assist the Supervisor 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.
• Review survey comments and member feedback, identifying trends for process or training improvements.
• Reinforce departmental procedures, customer service standards, and HIPAA requirements.
• Partner with Workforce Management to identify coverage needs, schedule adherence issues, and call-volume trends.
• Assist in developing and maintaining SOPs, training materials, workflows, and reference documentation.
• Promote team engagement through effective communication, professionalism, peer support, and recognition.
• Demonstrate dependable and punctual attendance to ensure consistent frontline support.

Skills

Customer service

Five9 platform

Leadership potential

Communication skills

Education

High school diploma

Associate or bachelor’s degree preferred

Tools

Five9

Job description

One80 Intermediaries is seeking a Customer Service Team Lead – Life & Health to join our remote-friendly team. The role supports the Affinity Customer Service group with coaching, workflow oversight, and escalation for CSRs, ensuring service standards and HIPAA compliance.

You will mentor, monitor queue activity, participate in QA, and help develop SOPs and training materials while maintaining a positive, member-focused environment.