Customer Experience Supervisor

ISC (Integrated Specialty Coverages, LLC)

Customer Experience Supervisor leading a team of Specialists to support brokers, insureds, and carriers in insurance operations. Balances personal workload with coaching and leadership responsibilities.

Posted 6/18/2026full-timeRemote • Ohio, Pennsylvania, Tennessee, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $27 - $34 per hourWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Player-coach for insurance, applying deep insurance knowledge to your own work and your coaching of Specialists
Carry a personal ticket load to stay current on workflows, system changes, and customer pain points
Coach 4–6 Specialists using AI QA outputs — review flagged interactions, deliver weekly 1:1 feedback, and document coaching plans
Own real-time queue and WFM adherence for the shift: monitor service levels, redirect staffing, and manage intraday escalations
Handle escalations and de-escalations that exceed Specialist authority
Run team huddles, deliver process and product updates, and reinforce compliance and quality standards
Partner with Manager on performance improvement plans
Identify training gaps and partner with Manager and Training on implementation and reinforcement
Support hiring — interview candidates and onboard new hires within the team

Requirements

What you’ll need

3+ years P&C insurance experience
4+ years’ experience in a contact center, customer support, or insurance operations environment
1+ year in a lead, senior specialist, or supervisory capacity
Demonstrated knowledge of priority KPIs for a service center
Demonstrated ability to coach to QA results and manage real-time queue and adherence
Experience with a ticket management system (Zendesk, ServiceNow, Intercom, or Salesforce)
Strong communication, conflict resolution, and de-escalation skills
Commitment to dependability of attendance and adherence to work schedule
High School Diploma or equivalent experience required
Dedicated, private room with a door for work use; minimum internet speeds of 25 Mbps download / 10 Mbps upload with a hardwired (ethernet) connection strongly preferred

Benefits

Comp & perks

Employee Ownership Program - every eligible employee shares in the financial rewards that grow when the company grows
Professional development opportunities
Owner Referral Program
Work from home reimbursement for remote/hybrid roles
Canary emergency financial assistance program
Comprehensive medical, dental, vision
Life/AD&D Insurance
Confidential, Employee Assistance Program
Health Savings Account, includes company contribution
Short-term disability
Voluntary benefits - supplemental accident, critical illness, hospital insurance
Employee discounts
401(k) Plan with company match contribution
Addition Wealth Financial Wellness Program
Various Time Off Programs
11 company paid holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

P&C insurance experiencecontact center experiencecustomer support experienceinsurance operations experiencecoaching to QA resultsreal-time queue managementadherence managementticket management systemKPI knowledgeconflict resolution

Soft Skills

communication skillsde-escalation skillsdependabilityteam leadershipperformance improvementtraining gap identificationfeedback deliverystaffing managementprocess reinforcementcustomer pain point analysis

Certifications

High School Diploma or equivalent