Customer Service Team Lead - Life & Health Insurance

The Customer Service Team Lead at Pearl Insurance supports the daily operations of the Affinity Customer Service team by providing frontline coaching, technical guidance, and workflow oversight, ensuring consistent execution of service standards and operational excellence. The Team Lead serves as a first‑level escalation point for Customer Service Representatives (CSRs), assists with training and quality activities, and reinforces departmental expectations for service excellence, accuracy, and compliance.

Working under the general direction of the Customer Service Supervisor or Manager, the Team Lead promotes operational consistency, supports employee development, and helps maintain a positive, member‑focused environment. This role is expected to model organizational values, demonstrate accountability, and contribute to a culture of continuous learning, teamwork, and high‑quality service.

How You Will Contribute:

• Serve as the initial escalation resource for CSRs for procedures, systems, product knowledge, and member inquiries.
• Support new hire onboarding and ongoing training through shadowing, refresher sessions, job aids, and side‑by‑side coaching.
• Assist the Supervisor with monitoring queue activity, service levels, and workflow distribution.
• Conduct call observations and participate in quality assurance (QA) reviews; document and elevate coaching insights.
• Provide real‑time support using the Five9 and Synergy.
• Review survey comments and member feedback, identifying trends for process or training improvements.
• Reinforce departmental procedures, customer service standards, and HIPAA requirements.
• Partner with Workforce Management to identify coverage needs, schedule adherence issues, and call‑volume trends.
• Assist in developing and maintaining SOPs, training materials, workflows, and reference documentation.
• Promote team engagement through effective communication, professionalism, peer support, and recognition.
• Demonstrate dependable and punctual attendance to ensure consistent frontline support.

Leadership Responsibilities

• Offering timely performance insights and development observations to the Supervisor.
• Supporting consistent execution of departmental expectations, procedures, and service behaviors.
• Modeling organizational core values, professionalism, accountability, and ownership of outcomes.
• Contributing to a collaborative, inclusive, and continuous‑improvement‑focused culture.

Skills & Experience to be Successful:

• High school diploma required, associate or bachelor’s degree preferred.
• Minimum of 3 years of customer service experience, preferably in the insurance industry.
• Previous senior CSR, mentor, or informal leadership experience.
• Technical experience with Five9 telephony platform.
• Life & Health insurance licenses may be required for this role.