P&C Insurance Service Team Lead

Savvyinsurance Trellis

Job Overview

Location

Canada

Job Type

Full-time

Full Job Description

📋 Description

• Are you a driven and experienced leader passionate about revolutionizing the insurance experience? Trellis, the tech company behind Savvy, is seeking a dynamic P&C Insurance Service Team Lead to spearhead our remote service team and elevate our customer support operations. This is a unique opportunity to join a profitable, fast-growing Series A startup backed by prominent investors, including General Catalyst, QED, NYCA, and Amex Ventures. As a remote-first organization, we foster a culture of speed, bold experimentation, and intentional building. If you thrive on making a meaningful impact, are energized by tackling complex challenges, and are eager to collaborate with exceptional teammates, Trellis is the place where you can do your best work.
• In this pivotal role, you will be a goal-driven operational leader, directly responsible for achieving outstanding customer service outcomes. You will guide a high-performing remote service team, ensuring the seamless day-to-day operations of our call center environment. Your primary focus will be on maintaining consistent service quality, ensuring strict compliance, and maximizing customer satisfaction. Furthermore, you will empower your agents to not only retain existing customers but also to identify and capitalize on valuable cross-sell and upsell opportunities across our diverse range of insurance products.
• Reporting directly to the Director of Service, your success will be measured by your ability to enhance agent performance through consistent, high-quality coaching and training. You will meticulously review performance reports, tracking your team's progress against rigorous goals, and champion operational excellence in the execution and maintenance of daily call center activities. To excel, you will serve as a subject matter expert on agency decisions, particularly in Property and Casualty (P&C) insurance, and will cultivate a team that embodies and delivers best-in-class service practices.
• Your responsibilities will encompass a broad spectrum of leadership and operational duties. You will act as a trusted agency expert on P&C insurance, ensuring that all decisions made are of the highest quality and align with regulatory requirements and company standards. A significant part of your role will involve the in-depth review of reports that detail individual agent performance and overall service results. You will leverage data analytics to evaluate your team's effectiveness, identify trends, and inform strategic operational adjustments to drive continuous improvement.
• You will regularly coach and mentor a dedicated team of 8-10 agents, fostering an environment that encourages exceptional customer experiences. This mentorship will focus on developing their skills, reinforcing best practices, and cultivating a strong culture of accountability and results. By providing constructive feedback and targeted development plans, you will empower each agent to reach their full potential and contribute to the team's collective success.
• A key aspect of your role will be to actively monitor the day-to-day inquiry volume, agent schedules, and adherence to those schedules. You will proactively adjust resources and staffing as needed to meet fluctuating demand, ensuring that our customers receive timely and efficient support. This requires a keen understanding of operational flow and the ability to make swift, effective decisions under pressure.
• Beyond daily operations, you will be instrumental in driving innovation and process improvement. You will proactively seek out and suggest enhancements to internal processes and program-wide results. This includes refining cross-selling and upselling techniques, developing strategies for delivering exceptional customer experiences, and identifying opportunities to streamline workflows and increase efficiency across the service department.
• Trellis operates its agency 7 days a week, from 9 AM to 9 PM ET, to best serve our customer base. To ensure comprehensive coverage and support, team members are expected to work one weekend day per week, with two consecutive days off to rest and recharge. This specific role will be expected to work the Tuesday - Saturday closing shift, from 12 PM to 9 PM ET. We are committed to finding a schedule that works for both your needs and our customers' experience, and we will discuss this further during the interview process.
• This is more than just a job; it's an opportunity to shape the future of insurance service. You will be part of a mission-driven team that values transparency, collaboration, and innovation. Join us at Trellis and help build something truly remarkable.

🎯 Requirements

• 3+ years of experience in a service leadership role, preferably within a call center or customer support environment.
• Proven expertise in Property and Casualty (P&C) insurance, with the ability to guide and evaluate complex insurance decisions.
• At least one active P&C or Personal Lines Insurance License.
• Demonstrated analytical mindset with the ability to identify data requirements, analyze performance reports, and translate insights into actionable strategies.
• Highly performance-oriented with a strong ability to motivate and lead a remote team in a proactive, positive, and firm manner.

🏖️ Benefits

• Fully remote work environment across the US & Canada.
• 100% employer-paid health insurance for employees.
• Flexible vacation policy.
• Home office budget to create your ideal workspace.
• 401(k) and HSA contributions, FSAs, bonuses & equity opportunities.

Skills & Technologies

REST

Senior

Remote

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Savvyinsurance Trellis

Visit Website

About Savvyinsurance Trellis

Savvyinsurance Trellis is a digital insurance agency focused on simplifying the insurance buying process. They offer a wide range of insurance products, including life, health, auto, home, and business insurance, from various providers. Their platform allows users to compare quotes, find personalized recommendations, and access expert advice to make informed decisions. Savvyinsurance Trellis aims to empower consumers with knowledge and tools to secure the best coverage at competitive prices. They emphasize transparency, customer service, and a user-friendly experience, making insurance more accessible and understandable for everyone. Their goal is to be a trusted partner in navigating the complexities of insurance.

View Company Profile