[Remote] Supervisor Customer Service

Note: The job is a remote job and is open to candidates in USA. Pets Best Insurance Services, LLC is a subsidiary of Independence Pet Holdings, focusing on providing pet insurance and wellness plans. They are seeking a Supervisor for their Customer Service team to lead a remote group of Insurance Professionals, ensuring exceptional service delivery and team performance while fostering a culture of engagement and continuous improvement.ResponsibilitiesCoach, Develop & Manage Performance: Mentor a team of 15–18 Insurance Professionals, providing feedback, coaching, and accountability. Monitor KPIs and address gaps proactively while recognizing strong performanceOperational Oversight & Escalation Management: Oversee schedules, workload distribution, and real-time performance. Serve as the point of contact for escalations, ensuring rapid resolution and reinforcement of best practicesStrategic Planning & Process Improvement: Partner with leadership, Workforce Management, and Training to plan staffing, scheduling, and development strategies. Identify opportunities to enhance efficiency, service, and team experienceCulture & Engagement: Foster an inclusive, supportive, and motivating environment. Lead team meetings and facilitate effective virtual communicationCollaboration: Work closely with HR, Talent Acquisition, and cross-functional leaders on recruiting, onboarding, retention, and performance managementOther Duties: Support department initiatives, special projects, and change management activities as assignedSkillsBachelor's degree, or High School Diploma/GED2+ years of progressive Contact Center experienceProven experience supervising or leading others with ability to coach, develop, and hold others accountableStrong sense of urgency; thrives in fast-paced, results-oriented, high-volume environmentsDemonstrated ability to analyze data, make decisions, and proactively manage team performanceStrong problem-solving, organizational, and time management skills; adaptable to changing prioritiesAbility to obtain a Property & Casualty insurance license within 90 daysFlexibility to work all hours of operation when neededProficiency with Microsoft Office Suite; familiarity with telephony/workforce management systems (Avaya, Verint, NICE)2+ years of supervisory experience in a high-volume contact center or service related environmentP&C license and/or prior Pet Insurance experienceExperience leading teams of 15+ associates while fostering an inclusive, engaging team cultureProven track record of influencing across levels and contributing to department-wide improvementsBenefitsHealthcareParental leaveOpportunities for career advancementsComprehensive full medical, dental and vision InsuranceBasic Life Insurance at no cost to the employeeCompany paid short-term and long-term disability12 weeks of 100% paid Parental LeaveHealth Savings Account (HSA)Flexible Spending Accounts (FSA)Retirement savings planPersonal Paid Time OffPaid holidays and company-wide Wellness Day offPaid time off to volunteer at nonprofit organizationsPet friendly office environmentCommuter BenefitsGroup Pet InsuranceOn the job training and skills developmentEmployee Assistance Program (EAP)Company OverviewPets Best provides peace of mind and financial relief for owners of pets who need veterinary care. We are always accessible to our policyholders. It was founded in 2005, and is headquartered in Scottsdale, AZ, US, with a workforce of 201-500 employees. Its website is http://www.petsbest.com.