Remote Renewals Team Lead: Drive Customer Retention

Zensurance; United States; Remote; USD 75,000 - 90,000; Full time

Benefits offered by this job

Remote-first setup

Home office allowance

Office in a box tech

Half days before holidays

Job summary

Zensurance, a Canadian InsurTech, is growing its Automated Renewals team in the US to deliver exceptional renewal retention and client service for SME accounts. The Team Lead will mentor a high‑volume renewals group, align performance with company goals, and manage client escalations with integrity.

Reporting to the Practice Lead, you will conduct 1:1s, coach learning, ensure SLAs are met, and drive improvements in the customer journey.

Qualifications

• Licensed provincial broker’s license required, RIBO preferred.
• 5+ years of insurance experience, commercial preferred.
• 1+ years of people leadership or supervisory experience.
• Persistence and agility to meet targets consistently.
• Excellent written and verbal communication skills.

Responsibilities

• Cascade goals from the company to the team and individuals.
• Deliver coaching, trainings, and onboarding for new hires.
• Conduct regular 1:1s and weekly team meetings to drive performance.
• Manage SLAs, resource coverage, and escalate client issues professionally.
• Develop the renewals journey to improve customer satisfaction metrics.

Skills

Leadership

Communication

Coaching

Performance management

Attention to detail

Education

CAIB or CIP designation (asset)

Tools

Broker Management System (BMS)

Job description

Zensurance, a Canadian InsurTech, is growing its Automated Renewals team in the US to deliver exceptional renewal retention and client service for SME accounts. The Team Lead will mentor a high‑volume renewals group, align performance with company goals, and manage client escalations with integrity.

Reporting to the Practice Lead, you will conduct 1:1s, coach learning, ensure SLAs are met, and drive improvements in the customer journey.