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Customer Service Team Leader
battlefaceCustomer Service Team Leader guiding omnichannel support teams for battleface, a humanity-focused travel insurance company. Coaching staff, managing performance, and resolving complex customer escalations.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities in customer service, with a focus on team development, performance management, and effective communication. Possesses broad technical proficiency and experience in the travel insurance industry, supporting diverse customer needs across multiple channels and time zones.
Highest-signal resume keywords
Customer Service LeadershipCoaching and DevelopmentPerformance Data ManagementExcellent Communication SkillsTravel Insurance Industry Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance Data ManagementCustomer Service SupportOnboarding and TrainingQuality CalibrationComplex Issue Resolution
Soft Skills
LeadershipAdaptabilityUrgencyTeam Environment Fostering
Tools & Technologies
Microsoft Office
Certifications & Qualifications
Travel Insurance LicensingProperty and Casualty LicensingAccident and Health Licensing
Industry Keywords
Travel InsuranceCustomer ServiceOmnichannel EnvironmentRemote Team ManagementHigh-Growth Business
About the role
Key responsibilities & impact- Provide day-to-day leadership, support, and direction to Customer Service team members
- Coach team members through regular feedback, one-to-one conversations, and practical development plans
- Help onboard and train new team members, including creating and managing knowledge resources
- Monitor service, quality, productivity, and workload in an omnichannel environment
- Participate in quality-calibration sessions to promote fair and consistent evaluations
- Support customer and system escalations, taking ownership of complex cases when needed
- Share frontline feedback on business initiatives, processes, and technology affecting the Customer Service team or customer journey
- Foster a supportive and accountable team environment
- Step into frontline customer-support activity when service levels or business needs require it
Requirements
What you’ll need- At least two years of experience in a team leader, supervisor, senior agent, or comparable customer-service leadership role
- Experience coaching and supporting customer-service colleagues
- Experience working remotely and with remote or international teams
- Ability to interpret and manage a high volume of information and performance data
- Strong sense of urgency and ability to adapt to changing priorities in a fast-paced environment
- Ability to quickly adjust to evolving product and partner needs
- Excellent written and verbal communication skills
- Confidence handling complex customer issues and escalations
- Broad technical proficiency, including experience with Microsoft Office
- Professional experience in the travel insurance industry preferred as an additional qualification
- Travel insurance, property and casualty, or accident and health licensing listed as an additional qualification
- Experience in a technology-focused startup or high-growth business listed as an additional qualification
- Experience supporting customers across multiple countries and time zones listed as an additional qualification
- Personal experience with international travel listed as an additional qualification
Benefits
Comp & perks- Remote work
- Coaching and practical development plans
- Onboarding and training opportunities
- Knowledge-resource development and management