Remote Customer Service Team Leader — Travel Insurance

Battleface 56 Services Limited; Columbus (OH); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Battleface 56 Services Limited seeks a experienced Customer Service Team Leader to guide daily operations and drive excellence across a global, omnichannel support function. You will coach, onboard, and develop the team while ensuring high-quality customer experiences and efficient workflows.

You will manage performance data, adapt to evolving product needs, and participate in escalation management. Strong communication and remote collaboration are essential.

Qualifications

• In two years or more in a team leader/supervisor role in customer service.
• Experience coaching and supporting customer-service colleagues.
• Experience working remotely with international teams.
• Ability to interpret and manage large performance data sets.
• Strong sense of urgency and adaptability in a fast-paced environment.
• Ability to adjust to evolving product and partner needs.
• Excellent written and verbal communication skills.
• Confident handling complex customer issues and escalations.
• Broad technical proficiency including MS Office.

Responsibilities

• Provide day-to-day leadership, support, and direction to Customer Service team members.
• Coach team members through regular feedback and development plans.
• Help onboard and train new team members with knowledge resources.
• Monitor service, quality, productivity, and workload omnichannel.
• Participate in quality-calibration sessions for fair evaluations.
• Support customer and system escalations; own complex cases when needed.
• Share frontline feedback on initiatives, processes, and tech affecting the team.
• Foster a supportive, accountable team environment with listening and empathy.
• Step into frontline customer-support activity when needed.

Skills

Team leadership

Coaching

Remote work

Data interpretation

Urgency/adaptability

Communication skills

Technical proficiency

Microsoft Office

Tools

Microsoft Office

Job description

Battleface 56 Services Limited seeks a experienced Customer Service Team Leader to guide daily operations and drive excellence across a global, omnichannel support function. You will coach, onboard, and develop the team while ensuring high-quality customer experiences and efficient workflows.

You will manage performance data, adapt to evolving product needs, and participate in escalation management. Strong communication and remote collaboration are essential.