jerry.ai Customer Support Team Lead at jerry.ai managing a team of 10 insurance agents to deliver high-quality customer service. Responsible for coaching, compliance, staffing, and resolving escalations.
Responsibilities
Coach team members through regular 1:1s, feedback, and performance reviews
Manage staffing, coverage, quality reviews, timesheets, and PTO
Ensure team compliance with insurance regulations and company policies
Resolve complex product, carrier, and system issues
Step in on customer calls when needed
Work cross-functionally to fix operational problems and scale customer experience
Qualification
A People LeaderAn Insurance & Systems ExpertCustomer-ObsessedTruth-Seeking
Required
A People Leader: You drive results by coaching consistently, not just when something goes wrong.
An Insurance & Systems Expert: You know policies, regulations, and call center and CRM tools well enough to answer tough questions and troubleshoot complex issues.
Customer-Obsessed: You hold a high bar for service, sweat the details, and fix issues fast.
Truth-Seeking: You bring rigor to every part of the job, from your own work to your team’s. Resolving a customer’s issue is just the start; you aim to leave an impression that keeps them coming back.
