Licensed Service Supervisor

Travelers

Hands-on supervisor for licensed insurance agents at Simply Business, managing performance and ensuring excellent customer service. Collaborating with cross-functional teams to enhance operational initiatives.

Posted 6/30/2026full-timeRemote • Massachusetts • 🇺🇸 United StatesJuniorMid-Level💰 $67,000 - $110,600 per yearWebsite

About the role

Key responsibilities & impact

Manage individual and team delivery against the service agent performance framework: Contact Delivery, Customer Impact, and CSC Standards.
Monitor real-time phone behaviors, break thresholds, and after-call wrap times.
Collaborate and manage performance root cause analysis and action plans to help identify performance gaps.
Lead, monitor, motivate, and evaluate the day-to-day performance at team and individual level.
Ensure company processes and procedures are adhered to by team and individuals.
Partner with the quality, operations, product and service support team to ensure compliance requirements are met.
Collaborate cross-functionally to align day-to-day operational initiatives with the broader customer experience strategy.
Oversee Zendesk queue management, prioritizing complex requests for internal and external customers.
Guide the team through automated digital shifts, Gen AI auto-reply rollouts for automated servicing.
Support skill diversification across both licensed and unlicensed agents to distribute workloads evenly and reduce bottlenecks.
Support cross-departmental efforts to overall Objective Key Results including effective call routing, IVR re-routes, and chatbot deployment.

Requirements

What you’ll need

2+ years’ experience leading teams in a customer service call center environment
Must have experience with ticketing systems such as Zendesk
Must have Customer Service experience from a prior role
1+ years’ experience in the insurance industry with an active Property & Casualty license
Self-motivated work ethic
Proven experience of leading a team to high standards of performance
Able to engage and collaborate with cross departmental stakeholders
Ability to problem solve and develop creative solutions utilizing strong analytical proficiencies
People leadership experience with identifying and developing talent
Strong prioritization skills, time management, influencing leadership, and handling projects
Experience with ticketing systems/managing email Service Level Agreements
Experience with efficiency/performance management
Proven past change management experience with projects varying in size and impact
Experience in leading through complex transitions and maintaining engagement during periods of uncertainty

Benefits

Comp & perks

Group plan for medical, dental, vision, and prescription drug coverage.
Short term disability, long term disability, and life insurance coverage.
Participation in the Company’s bonus program.
Participation in 401(k) plan with a 5% employer match.
Commuter benefits to help cut down on parking and public transit costs.
25 days of vacation time plus 10 sick days and 10 company holidays.
A genuine investment in your learning and development.
Regular team outings and volunteer opportunities.
An awesome office space.
A hybrid working model, giving our employees great choice and flexibility to work in a way that’s best for their particular job, their teams, and their lives.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

Performance AnalysisTicketing SystemsEfficiency ManagementCall Center OperationsAnalytical Proficiency

Soft Skills

Self-Motivated Work EthicCollaborationProblem SolvingTime ManagementInfluencing Leadership

Certifications

Property & Casualty License