Remote P&C Service Team Lead — Coach & Optimize

Openkrill; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Openkrill is seeking a Service Team Lead to drive exceptional customer service by leading a remote service team and overseeing day-to-day call center operations, ensuring quality, compliance, and customer satisfaction while enabling agents to retain customers and uncover cross-sell opportunities across insurance products.

The role emphasizes coaching and training, reviewing performance reports, and building an expert on agency decisions, developing the team to use best-in-class service practices

Qualifications

• 3+ years of leadership experience in a service environment.
• Active P&C or Personal Lines insurance license.
• Strong analytical mindset with data review skills.
• Experience coaching 8–10 agents toward service excellence.
• Ability to manage remote call-center operations.

Responsibilities

• Lead a remote service team of 8-10 agents and coach for outcomes.
• Review performance reports and adjust operations accordingly.
• Guide cross-selling and upsell opportunities across insurance products.
• Ensure service quality, compliance, and customer satisfaction.
• Monitor schedules, adherence, and demand to optimize staffing.

Skills

Leadership

Coaching

Data analysis

P&C knowledge

Service orientation

Empathy

Education

P&C Insurance License

Job description

Openkrill is seeking a Service Team Lead to drive exceptional customer service by leading a remote service team and overseeing day-to-day call center operations, ensuring quality, compliance, and customer satisfaction while enabling agents to retain customers and uncover cross-sell opportunities across insurance products.

The role emphasizes coaching and training, reviewing performance reports, and building an expert on agency decisions, developing the team to use best-in-class service practices