Remote Service Team Lead – Insurance & Customer Experience

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

Job summary

Gen Digital Inc. is seeking a Service Team Lead to manage a remote service team and drive strong customer experiences in a call center environment. You'll coach 8–10 agents, review performance data, and ensure compliance while enabling cross-sell opportunities across insurance products.

Reporting to the Director of Service, you will optimize daily operations, improve agent performance, and help shape service practices for ongoing success.

Qualifications

• 3+ years in a leadership role within a service or call center environment.
• Subject matter expert for P&C insurance with ability to guide and evaluate decisions.
• Active P&C or Personal Lines Insurance License required.
• Creative problem-solver contributing to strategic direction and operational success.
• Analytical with ability to identify data needs, analyze data, and review reports.
• High performance orientation with ability to motivate teams.
• Strong empathy for agents and customers.
• Bonus points for experience with early-stage or high-growth tech startups.

Responsibilities

• Lead a remote service team of 8–10 agents to deliver exceptional customer experiences.
• Regularly coach and mentor the team to achieve results and accountability.
• Review performance reports; inform operational changes based on data.
• Monitor day-to-day inquiries, scheduling, adherence, and demand.
• Identify opportunities to improve processes, cross-sell, and upsell

Skills

Leadership

P&C insurance expertise

Data analysis

Mentoring

Scheduling

Process improvement

Empathy

Proactive mindset

Startup experience

Education

P&C Insurance License

Personal Lines license

Job description

Gen Digital Inc. is seeking a Service Team Lead to manage a remote service team and drive strong customer experiences in a call center environment. You'll coach 8–10 agents, review performance data, and ensure compliance while enabling cross-sell opportunities across insurance products.

Reporting to the Director of Service, you will optimize daily operations, improve agent performance, and help shape service practices for ongoing success.