Senior Customer Escalations Lead | Claims & CX

Reserv Claims Analysis, LLC; Atlanta (GA); Hybride; USD 90 000 - 135 000; Plein temps

Avantages offerts par ce poste

Health insurance

401(k) matching

PTO

Family leave

Remote work

Equipment provided

Résumé du poste

Reserv is seeking a Customer Escalations Lead to own high-priority escalations, manage Advisors, and shape the team's playbooks, processes, and reporting. You will work across Claims, Customer Success, Operations, and Product, driving root-cause analysis, performance reviews, and improvements while ensuring client satisfaction.

This role is visibility-rich, offers strong benefits, and supports work-from-anywhere flexibility for a fast-growing insurtech.

Qualifications

• Have claims adjusting experience in Auto, Property, Liability LOBs, or a comparable escalations background, 5+ years typical for the Advisor role.
• Experience managing or leading others (team lead/supervisor/mentor).
• Comfortable working with clients and managing difficult conversations.

Responsabilités

• Carry a caseload of in-flight escalations and act as a service recovery advisor.
• Investigate escalations with Claims leadership to assess severity and ownership.
• Serve as a direct point of contact for client stakeholders during escalations.
• Apply domain expertise and root-cause analysis to identify root causes.
• Provide regular updates to Account Managers and customers.
• Act as the first escalation point for Advisors and handle complex issues.

Connaissances

Claims adjustment

Team leadership

Stakeholder management

Root cause analysis

Process improvement

Project management

Client communication

Outils

Issue tracking tools

Dashboards

Description du poste

Reserv is seeking a Customer Escalations Lead to own high-priority escalations, manage Advisors, and shape the team's playbooks, processes, and reporting. You will work across Claims, Customer Success, Operations, and Product, driving root-cause analysis, performance reviews, and improvements while ensuring client satisfaction.

This role is visibility-rich, offers strong benefits, and supports work-from-anywhere flexibility for a fast-growing insurtech.