Remote Service Team Lead - Insurance & Coaching

Gen Digital Inc.; Yuma (AZ); Remote; USD 65,000 - 90,000; Full time

Job summary

Gen Digital Inc. is seeking a Service Team Lead to manage a remote customer support team and optimize day-to-day call center operations. You will coach 8–10 agents, monitor performance, and drive service quality while identifying cross-sell opportunities.

You will apply P&C insurance knowledge, ensure policy decisions are sound, and guide agents through data-driven improvements. A leadership track record and an active P&C license are required; startup experience a plus.

Qualifications

• 3+ years in a leadership role guiding a service team.
• Deep knowledge of P&C insurance and policy decisions.
• Active P&C or Personal Lines license required.
• Strong coaching, data-driven decision making, and empathy.

Responsibilities

• Lead and mentor a remote service team of 8–10 agents to deliver exceptional customer experiences.
• Review performance reports and drive operational changes to hit rigorous goals.
• Coach regularly to raise agent performance and accountability.
• Monitor inquiry volume and agent adherence, adjusting schedules as needed.
• Identify cross-sell/upsell opportunities and improve processes across programs.

Skills

Leadership

Coaching

Data analysis

Customer service

Communication

P&C Insurance

Job description

Gen Digital Inc. is seeking a Service Team Lead to manage a remote customer support team and optimize day-to-day call center operations. You will coach 8–10 agents, monitor performance, and drive service quality while identifying cross-sell opportunities.

You will apply P&C insurance knowledge, ensure policy decisions are sound, and guide agents through data-driven improvements. A leadership track record and an active P&C license are required; startup experience a plus.