Claims Customer Experience Team Lead

About This Opportunity

We are representing a confidential insurtech organization in their search for a Claims Customer Experience Team Lead. Our client is building innovative solutions in the insurance claims space, and this role offers the opportunity to shape customer experience operations in a growing technology environment.

This is a remote position for candidates residing in eligible U.S. states. Please note: candidates in California, Alaska, Hawaii, U.S. territories, or outside the United States cannot be considered for this role.

Responsibilities

• Lead and mentor a Customer Experience team, providing guidance on claims processes and ensuring prompt, accurate claim resolution
• Build, document, and implement new processes to continuously improve support functions and streamline operations
• Attract, hire, retain, and train team members, providing ongoing coaching and professional development
• Align team performance with client and customer expectations throughout the claims lifecycle
• Collaborate cross-functionally with Claims Operations, Product Operations, and Engineering teams to optimize processes
• Monitor performance metrics, identify trends, and drive data-driven improvements
• Ensure compliance with insurance industry guidelines, regulatory requirements, and protocols
• Foster a positive, inclusive work environment that promotes teamwork, innovation, and customer-centric culture
• Stay current on industry trends, emerging technologies, and regulatory changes impacting insurance claims

What We're Looking For

• In-depth knowledge of insurance claims processes, terminology, and best practices
• Bachelor's degree or equivalent experience in insurance or contact center operations
• Strong leadership skills with proven ability to motivate, inspire, and develop diverse teams
• Excellent verbal and written communication skills, with ability to explain complex concepts clearly and empathetically
• Demonstrated problem-solving and critical-thinking abilities focused on exceptional customer service delivery
• Strong analytical skills to interpret performance metrics and drive decision-making
• Empathy, patience, and resilience when handling challenging customer interactions and complex claim scenarios
• Excellent organizational and time management skills to prioritize effectively and meet deadlines

How We Work With You

When you apply through Get A Job.ai, our talent team will review your qualifications and conduct an initial screening. If there's a strong match, we will submit your profile to our client for consideration. Please do not contact the client directly, as all applications must come through our recruiting process to be considered.

Pay

Compensation details will be discussed with qualified candidates during the screening process.

Equal Opportunity

Get A Job.ai is committed to inclusive recruiting practices. We welcome applicants from all backgrounds and encourage candidates of diverse experiences to apply.