Service Team Lead

Gen Digital Inc.; Northern (KY); On-site; 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

About the Role

The Service Team Lead is a goal-driven operational leader responsible for driving strong customer service outcomes by leading a high-performing remote service team and supporting the day-to-day operations of a call center environment. This role ensures consistent service quality, compliance, and customer satisfaction, while enabling agents to retain customers and identify appropriate cross-sell and upsell opportunities across insurance products.

Reporting directly to the Director of Service, the Service Team Lead will accomplish this by improving agent performance through regular coaching and training, reviewing reports tracking team performance towards rigorous goals, and ensuring operational excellence in the maintenance and execution of daily call center activities.

To be successful, this role will serve as one of the experts on agency decisions and develop their team to use best-in-class service practices.

What you'll do

• Serve as an agency expert on P&C, ensuring that decisions are of high quality.

• Review reports that portray individual agent performance and service results; analyzing data to evaluate your team and inform operational changes.

• Regularly coach and mentor a team of 8-10 agents to achieve exceptional customer experiences, while fostering a culture of accountability and results.

• Monitor the day-to-day inquiry volume, agent schedule and adherence, while proactively adjusting and flexing to support demand.

• Proactively seek and suggest ways to improve internal processes and results program-wide, from cross-selling/upselling techniques to exceptional customer experiences.

About you

• You have 3+ years of experience in a leadership role.

• You're an insurance expert with the ability to guide and evaluate P&C decisions.

• You have at least one active P&C or Personal Lines Insurance License.

• You're a creative problem-solver who’s excited to contribute to the strategic direction and dive in wherever necessary to achieve goals.

• You have an analytical mindset with the ability to identify data requirements, analyze data, and review reports.

• You're highly performance-oriented and able to motivate others in a proactive, positive, and firm manner.

• You have a strong sense of empathy for agents and customers.

• Bonus Points experience with early-stage or high-growth tech startups