Note: The job is a remote job and is open to candidates in USA. Independence Pet Holdings is a corporate holding company managing a portfolio of pet health brands and services. Pets Best is seeking a Supervisor, Customer Service to lead a remote team of Insurance Professionals, ensuring exceptional service delivery and managing team performance and operational oversight.
Responsibilities
- Coach, Develop & Manage Performance: Mentor a team of 15–18 Insurance Professionals, providing feedback, coaching, and accountability. Monitor KPIs and address gaps proactively while recognizing strong performance
- Operational Oversight & Escalation Management: Oversee schedules, workload distribution, and real-time performance. Serve as the point of contact for escalations, ensuring rapid resolution and reinforcement of best practices
- Strategic Planning & Process Improvement: Partner with leadership, Workforce Management, and Training to plan staffing, scheduling, and development strategies. Identify opportunities to enhance efficiency, service, and team experience
- Culture & Engagement: Foster an inclusive, supportive, and motivating environment. Lead team meetings and facilitate effective virtual communication
- Collaboration: Work closely with HR, Talent Acquisition, and cross-functional leaders on recruiting, onboarding, retention, and performance management
- Other Duties: Support department initiatives, special projects, and change management activities as assigned
Skills
- Bachelor's degree, or High School Diploma/GED
- 2+ years of progressive Contact Center experience
- Proven experience supervising or leading others with ability to coach, develop, and hold others accountable
- Strong sense of urgency; thrives in fast-paced, results-oriented, high-volume environments
- Demonstrated ability to analyze data, make decisions, and proactively manage team performance
- Strong problem-solving, organizational, and time management skills; adaptable to changing priorities
- Ability to obtain a Property & Casualty insurance license within 90 days
- Flexibility to work all hours of operation when needed
- Proficiency with Microsoft Office Suite; familiarity with telephony/workforce management systems (Avaya, Verint, NICE)
- 2+ years of supervisory experience in a high-volume contact center or service related environment
- P&C license and/or prior Pet Insurance experience
- Experience leading teams of 15+ associates while fostering an inclusive, engaging team culture
- Proven track record of influencing across levels and contributing to department-wide improvements
Benefits
- Healthcare
- Parental leave
- Opportunities for career advancements
- Comprehensive full medical, dental and vision Insurance
- Basic Life Insurance at no cost to the employee
- Company paid short-term and long-term disability
- 12 weeks of 100% paid Parental Leave
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- Retirement savings plan
- Personal Paid Time Off
- Paid holidays and company-wide Wellness Day off
- Paid time off to volunteer at nonprofit organizations
- Pet friendly office environment
- Commuter Benefits
- Group Pet Insurance
- On the job training and skills development
- Employee Assistance Program (EAP)
Company Overview
Independence Pet Group is an integrated, full-stack pet insurance platform. It was founded in 2021, and is headquartered in Chicago, Illinois, USA, with a workforce of 501-1000 employees. Its website is https://www.independencepetgroup.com.