The Licensed Customer Service Team Lead serves as the operational anchor and primary support system for the Licensed Customer Service Team.
In this role, you will balance daily workflow oversight with high-level technical support.
You are responsible for ensuring efficient handling of service requests, monitoring real-time workforce adherence, and serving as the Subject Matter Expert (SME) for agents regarding carrier appetites, binding procedures, and complex retention strategies.
You will provide guidance, conduct quality checks, handle Tier 2 escalations, and assist in the development of the team - ensuring compliance, efficiency, and high levels of customer satisfaction.

Requirements

Licensure: Active Personal Lines or Property & Casualty Insurance license is required.
Industry Experience: Minimum 5 years of experience in an Insurance Agency or Brokerage.
Leadership Experience: Minimum 2 years of experience in a Senior CSR, Team Lead, or Coordinator role preferred.
Technical Skills: Extensive knowledge of multiple insurance carriers, including deep familiarity with carrier website navigation, appetite guides, and binding authority/procedures.
Product Knowledge: Strong understanding of Homeowners, Auto, Umbrella, and Flood policies.
Tech Stack: Proficiency in Agency Management Systems (AMS), Comparative Rating Software, VoIP dashboards, and tools such as G-Suite, Slack, Zoom, and Kustomer.

Benefits

Medical, Dental, Vision, Life Insurance
Short and Long Term Disability Insurance options
Employee Assistance Program
Competitive salary and company equity through Restricted Stock Units (RSUs)
401K with company match of up to 4% of eligible earnings
Flexible PTO for exempt employees (employees typically take 15-20 days annually)
A paid parental leave program that provides 100% salary continuation of up to 14 weeks for birthing parents and 8 weeks for non-birthing parents
Continuing education and professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

insurance knowledgecarrier website navigationappetite guidesbinding authorityHomeowners policyAuto policyUmbrella policyFlood policyquality checksTier 2 escalations

Soft skills

leadershipteam developmentcustomer satisfactionworkflow oversightguidancecomplianceefficiencytechnical supportcommunicationproblem-solving

Certifications

Personal Lines Insurance licenseProperty & Casualty Insurance license