Customer Service Team Lead

ABOUT THE ROLE:

The Customer Service (CS) Team is a key part of Orion180's great insurance experience because they help policyholders, agents, and partners with accuracy, professionalism, and care. This group handles customer questions, policy service requests, and customer education across a number of channels to make sure that problems are solved quickly and effectively.
 
 As the Customer Service Team Lead, you will be in charge of the team's daily work, training and coaching team members, and keeping an eye on performance metrics to make sure service is always top-notch. You will continue to work directly with customers, in addition to providing leadership and mentorship. This will make sure that every interaction shows Orion180's dedication to innovation, empathy, and world-class support.

Pay Rate: $27.00 per hour

WHAT YOU’LL DO:

Team Leadership & Coaching

• Supervise, mentor, and support a team of Customer Service Representatives.
• Monitor daily performance, provide real-time feedback, and conduct regular 1:1 meetings.
• Assist with onboarding and training new team members and act as a point of escalation for complex issues.
• Foster a high-performance, service-oriented team culture that reflects Orion180’s mission and values.
• Promote professionalism, collaboration, and accountability within the Customer Experience team.

Customer Service Excellence

• Lead by example by continuing to perform “hands-on” customer service functions.
• Ensure all communications—via phone, chat, or email—reflect Orion180’s gold-standard service.
• Provide expert assistance to residential policyholders, agents, and producers with professionalism and empathy.
• Utilize strong de-escalation skills to resolve customer concerns efficiently and effectively.
• Support and empower agents and policyholders while maintaining accuracy and compliance with company standards.

Performance & Process Management

• Track, analyze, and report weekly performance metrics and team productivity.
• Identify and implement process improvements to enhance customer experience and operational efficiency.
• Conduct random audits of calls and workflows to ensure quality and compliance.
• Collaborate with leadership to develop new tools, manuals, and procedures to exceed departmental goals.
• Recommend training opportunities, performance recognition, and, when needed, disciplinary actions per company policies.

WHAT WE’RE LOOKING FOR:

• Education: High school diploma or GED required; must be at least 18 years old.
• Experience: Minimum of 2 years in customer service (phone or in-person). Prior supervisory or team lead experience strongly preferred.
• Licensing: Customer Service Representative (4-40) preferred or ability to obtain within 30 days.

Skills & Competencies:

• Excellent communication, coaching, and problem-solving skills.
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Skilled in Excel (for scorecards and reports) and other Microsoft Office tools.
• Familiarity with customer service databases and CRM systems.
• Ability to hire, coach, and train employees while motivating them to exceed performance metrics and KPIs.
• Professional demeanor with a strong sense of ownership and accountability.
• Passion for innovation, teamwork, and continuous learning.

WHAT’S IN IT FOR YOU:

Dynamic Culture: Join a forward-thinking team redefining the insurance experience through innovation and technology.

Career Growth: Advance your leadership skills and build your career in a company that values initiative and excellence.

Meaningful Impact: Play a vital role in shaping how we serve our customers and elevate our operational performance every day.

The office environment is fast-paced and collaborative.  An employee must be willing and able to work their regularly assigned work schedule and, in times of need, be able to work an extended schedule depending on company or departmental needs, project requirements, or customer demands.  While performing general duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading; being able to lift light objects (<25 lbs); and using standard office equipment such as computers, printers, and phones.  In addition, there is an occasional need to bend, twist, or squat down to open/close cabinets and reach for files or other standard office-type objects. 

Orion180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. 

Reasonable accommodations are available for qualified individuals with disabilities during the application process. Applicants who need accommodations may email hr@orion180.com to request assistance.