P&C Insurance Service Team Lead

📋 Description

• • As a P&C Insurance Service Team Lead at Trellis, you will be a pivotal operational leader, driving exceptional customer service outcomes and fostering a high-performing remote service team. This role is crucial in ensuring the day-to-day success of our call center environment, directly impacting customer satisfaction, retention, and the identification of valuable cross-sell and upsell opportunities across our diverse insurance product offerings. You will be instrumental in shaping the customer experience, acting as a subject matter expert in Property & Casualty (P&C) insurance, and empowering your team to deliver best-in-class service. Your leadership will ensure consistent service quality and compliance, making insurance shopping refreshingly effortless for our customers.
• • In this dynamic role, your daily responsibilities will encompass a broad range of leadership and operational tasks. You will serve as a primary agency expert on P&C insurance, meticulously reviewing and evaluating decisions to ensure the highest quality of service and advice provided to customers. A significant part of your role will involve analyzing individual agent performance and overall service results through detailed reports, using this data to identify trends, assess team effectiveness, and inform strategic operational changes. You will be actively involved in coaching and mentoring a team of 8-10 agents, providing regular feedback, training, and support to help them achieve exceptional customer experiences and meet rigorous performance goals. This includes fostering a strong culture of accountability, continuous improvement, and results-driven performance. Furthermore, you will closely monitor the day-to-day inquiry volume, agent schedules, and adherence to ensure optimal staffing levels and responsiveness to customer needs, proactively adjusting resources as demand fluctuates. A key aspect of your contribution will be to proactively identify and propose innovative improvements to internal processes and program-wide results, focusing on enhancing cross-selling and upselling techniques, as well as elevating the overall customer experience to new heights. You will also be responsible for ensuring adherence to all compliance standards within the service team.
• • Trellis is a fast-growing, profitable Series A startup that is fundamentally rewriting the insurance experience. We are the tech company behind Savvy, our licensed insurance agency, dedicated to bringing clarity and ease to a complex industry through powerful tools, clean design, and a customer-first mindset. As a remote-first team, we foster a culture of rapid iteration, bold experimentation, and intentional building. You will be joining a team of curious, mission-driven individuals who are passionate about improving people's lives through better insurance solutions. We value a transparent, collaborative culture where innovative ideas are prioritized over titles, and where every team member has the opportunity to take ownership and chart their professional growth. Our team is committed to building something meaningful and having a lot of fun along the way, creating an environment where you can do your best work alongside exceptional colleagues.
• • In this role, you will have the unique opportunity to deepen your expertise in P&C insurance and develop advanced leadership skills in a high-growth, remote-first environment. You will gain invaluable experience in data analysis and performance management, learning to leverage insights from reports to drive team success and operational improvements. You will have the chance to contribute to the strategic direction of the service operations, influencing best practices and shaping the future of customer experience at Trellis. By leading and developing a team of agents, you will hone your coaching, mentoring, and motivational abilities, preparing you for future leadership opportunities. This role offers significant potential for professional growth, allowing you to take on increasing responsibility and make a tangible impact on a product that millions rely on, all while growing alongside a rapidly scaling company.
• • The P&C Insurance Service Team Lead role is designed for individuals who thrive in dynamic, results-oriented environments and are passionate about delivering outstanding customer service. You will be at the forefront of innovation in the insurance industry, contributing to a company that is making a real difference. Your ability to analyze data, coach effectively, and lead by example will be key to your success. This position offers a chance to be part of a supportive and collaborative team that values transparency and empowers its members. If you are looking for a career where you can grow, be trusted, and build something that genuinely improves people's lives, Trellis is the place for you. We are committed to providing a comprehensive benefits package and competitive compensation to support your well-being and professional development. Join us in our mission to revolutionize the insurance experience and build a career that is both exciting and meaningful.