Remote Licensed CX Team Lead — Coach & Resolve

Aspire General Insurance

Rancho Cucamonga (CA)

Hybrid

USD 65,000 - 95,000

Full time

2 days ago

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Health Savings Account

401(k)

Paid Time Off

Holidays

Career growth

Job summary

Aspire General Insurance Services is seeking a Team Lead, Licensed Customer Service to coach and develop a team of licensed representatives in a fast-paced call center environment. You’ll drive performance, deliver coaching feedback, and ensure high-quality customer interactions across policy inquiries.

Ideal candidates have an active P&C license, 3+ years in customer service within insurance, and 1+ year of leadership experience.

Qualifications

Active Property & Casualty license or applicable state license.
3+ years of customer service experience within insurance/financial services.
1+ year of leadership or Team Lead experience in a call center.
Strong knowledge of insurance products, policies, and regulatory requirements.
Excellent communication, coaching, and conflict-resolution skills.
Proven ability to analyze performance metrics and drive results.

Responsibilities

Lead, coach, and support a team of licensed customer service representatives.
Provide ongoing performance feedback, recognition, and development opportunities.
Conduct regular one-on-one meetings and team huddles.
Serve as the first point of escalation for complex customer concerns.
Promote a positive, engaged, and customer-focused team culture.
Identify opportunities to improve processes and enhance customer satisfaction.
Monitor licensing compliance and continuing education requirements.
Collaborate with departments to resolve customer issues and improve service delivery.