Outdoorsy

Insurance Service Manager

Outdoorsy

full-time

Posted on:

Location Type: Hybrid

Location: Austin • Texas • 🇺🇸 United States

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Salary

💰 $90,000 - $130,000 per year

Job Level

Mid-LevelSenior

About the role

  • Utilize technology automation tools and A.I. to create efficiencies throughout workflows while up-skilling the team.
  • Lead, mentor, and motivate a team of service and retention specialists, fostering a positive, high-performance culture.
  • Conduct regular 1:1 coaching sessions, performance reviews, and call/ticket quality assurance (QA) to ensure adherence to service standards.
  • Develop and implement training programs for new hires and continuous education for existing team members.
  • Oversee all day-to-day operations of the service team, managing inbound/outbound calls, emails, and chat queues.
  • Own and manage all team schedules, ensuring appropriate staffing levels (SLA) and adherence.
  • Define, track, and report on key performance indicators (KPIs) such as customer satisfaction (CSAT), net promoter score (NPS), first-call resolution (FCR), and retention rates.
  • Foster a positive work environment and culture.
  • Proactively identify inefficiencies in existing workflows and create new processes to improve team productivity and the customer experience.
  • Analyze service and retention trends to provide actionable insights and feedback to leadership and cross-functional partners (e.g., Product, Underwriting).
  • Serve as the primary point of contact for escalated customer issues, resolving complex problems with empathy and efficiency.

Requirements

  • Location: Must be based in the Austin, TX metro area and able to work in a hybrid model (3 days in-office, 2 days remote).
  • Industry Experience: Deep knowledge of the Property & Casualty (P&C) insurance industry is required.
  • Management Experience: A minimum of 3 years of direct management experience leading customer service and/or retention teams in a call center environment.
  • Leadership Skills: Proven track record of coaching and developing employees, with experience managing both in-person and remote team members.
  • Operational Skills: Strong experience with employee scheduling, workforce management (WFM), and managing team performance against strict KPIs.
  • Process Oriented: Demonstrated ability to analyze workflows, create documentation, and implement process improvements from the ground up.
  • Licensure: Active P&C insurance license is strongly preferred.
  • Technical Skills: Hands-on experience with modern service and insurance platforms.
  • Project Management: Experience leading or participating in cross-functional projects.
  • Education: Bachelor’s degree in Business, Management, or a related field.
Benefits
  • Growth Opportunity: Join a company in its early stages and help build its foundation for success.
  • Competitive Compensation: Receive a competitive salary with the potential for additional variable pay.
  • Comprehensive Benefits: We offer a full health and welfare benefits package, a 401(k) match, and flexible Paid Time Off.
  • Fun Office Atmosphere: Lively office, stocked with endless snacks, regular Happy Hours, catered lunches, and team building events.
  • Work-Life Balance: Enjoy RV rental discounts and a company culture that values a healthy balance between work and adventure.

Applicant Tracking System Keywords

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

Hard skills
technology automationA.I.performance reviewscall quality assurancetraining programskey performance indicatorscustomer satisfactionnet promoter scorefirst-call resolutionworkforce management
Soft skills
leadershipmentoringcoachingteam motivationproblem-solvingempathycommunicationorganizational skillsprocess improvementpositive work culture
Certifications
P&C insurance license