Licensed Customer Experience- Team Lead

Lead a Team. Elevate the Customer Experience.
At Aspire General Insurance Services, we believe exceptional customer experiences start with exceptional people. As a Team Lead, Licensed Customer Service, you'll play a key role in coaching, developing, and supporting a team of licensed customer service professionals while helping deliver the high level of service our policyholders expect.
If you are a hands-on leader who enjoys mentoring others, solving complex customer issues, and driving team performance, we'd love to hear from you.
Required Qualifications
Active Property & Casualty insurance license or applicable state insurance license.
3+ years of customer service experience within the insurance, financial services, or related industry.
1+ year of leadership, supervisory, or Team Lead experience in a call center environment.
Strong knowledge of insurance products, policies, and regulatory requirements.
Excellent communication, coaching, and conflict-resolution skills.
Proven ability to analyze performance metrics and drive results.
Preferred Qualifications
Bachelor's degree in business, Insurance, or a related field.
Experience using CRM, telephony, workforce management, or customer service technologies.
Demonstrated success improving team performance, engagement, and customer satisfaction.
What You'll Do
Team Leadership & Development
Lead, coach, and support a team of licensed customer service representatives.
Provide ongoing performance feedback, recognition, and development opportunities.
Conduct regular one-on-one meetings and team huddles.
Serve as the first point of escalation for complex customer concerns.
Promote a positive, engaged, and customer-focused team culture.
Customer Experience
Ensure customers receive accurate, professional, and empathetic service.
Assist representatives with complex policy and service questions.
Identify opportunities to improve processes and enhance customer satisfaction.
Support first-call resolution and overall service efficiency.
Compliance & Quality
Ensure adherence to insurance regulations, company policies, and customer service standards.
Monitor licensing compliance and continuing education requirements.
Partner with Quality Assurance to review calls and provide coaching.
Escalate compliance concerns and support corrective action when needed.
Performance & Operations
Monitor key service metrics, including:
Customer satisfaction
Call quality
Average handle time
First-call resolution
Schedule adherence
Analyze trends and recommend process improvements.
Partner with Workforce Management to ensure proper staffing levels.
Training & Collaboration
Support onboarding and ongoing training initiatives.
Develop team members through coaching and career development planning.
Collaborate with Claims, Sales, Underwriting, Compliance, and other departments to resolve customer issues and improve service delivery.
Working Conditions
Fast-paced call center environment with high customer interaction.
Ability to work a flexible schedule, including evenings and weekends as business needs require.
Remote, hybrid, or onsite work arrangements may be available based on business needs and location.
Benefits
Aspire offers a comprehensive benefits package, including:
Medical, Dental, and Vision Insurance
Health Savings Account (HSA) options
401(k) with company participation
Paid Time Off (PTO)
Company Observed Holidays
Career growth and development opportunities
Join Aspire
If you're passionate about developing people, delivering exceptional customer experiences, and making a meaningful impact within a growing organization, we encourage you to apply today.
Aspire General Insurance Services is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, sexual orientation, or any other protected status.

Work arrangement
Yes