Senior Customer Service Supervisor

Job Description

The Premier Operations Supervisor partners with the leadership team to manage daily operations of the Premier Operations teams. This role focuses on enhancing staff customer service skills, improving service and productivity, and recommending process improvements and staffing allocations. The Supervisor provides leadership to develop staff knowledge, quality, productivity, and customer service, and manages both in-office and remote staff handling phone queues and email inventory for Premier clients.

Responsibilities include:

• Oversee all aspects of Premier business operations service, collaborating with Operations Leadership and Underwriters to uphold white glove service standards.
• Develop and implement business strategies, goals, and objectives to support profitability and growth.
• Provide strategic direction and guidance on service-related issues for internal and external customers.
• Manage team hiring, training, development, coaching, and leadership to achieve performance and service excellence.
• Train and develop employees to meet/exceed objectives; evaluate performance for service, quality, and productivity standards.
• Foster a culture of collaboration and inclusiveness, empowering employees.
• Identify and propose workflow improvements, implement approved initiatives, and delegate responsibilities.
• Build and maintain strong relationships with clients and internal partners (agents, Underwriters, Claims, Sales), serving as the primary escalation point.
• Collaborate with Supervisors, Leadership, Underwriters, and Marketing to enhance support services.
• Develop, monitor, and report key performance metrics to align with organizational objectives.
• Leverage AI to identify and implement processes and procedures to improve operational efficiency.
• Set vision, direction, goals, and development plans; administer performance reviews and provide ongoing feedback.
• Manage work volumes and ensure adherence to service level agreements.
• Conduct transaction quality reviews and discuss results with Customer Service Representatives.
• Prepare quarterly reports on accomplishments, metrics, and volumes.
• Drive and manage inventory and team workload; identify trends and best practices; develop action plans.
• Forecast and plan for future business needs; analyze reports and recommend staffing allocations.
• Respond to ad hoc requests from business partners, manage special projects, and assist other units as needed.
• Evaluate and enhance service standards, metrics, and processes.

Qualifications

Requirements:

• Proven leadership skills and previous supervisory experience.
• Ability to manage and motivate a high-performing team for positive business results.
• Strong customer service focus and attention to detail, delivering white glove service to high-net-worth clients.
• Effective verbal and written communication skills for professional client and team interactions.
• Strong leadership and collaboration skills with internal/external partners, including Premier Underwriting Leadership.
• Adaptability and change management skills; proactive in supporting operational goals and organizational growth.
• Advanced analytical skills for operational challenges and process improvements.
• Continuous evaluation and refinement of service standards, metrics, and processes.
• Strategic thinking and analytical techniques for complex problem-solving and decision-making.
• Exceptional organizational skills; ability to manage multiple activities and priorities concurrently.
• Independent planning, management, and execution of assigned projects; excellent time management.
• Willingness to travel (estimated less than 10%).

Technical Skills:

• Knowledge of Masterpiece and/or PLS systems preferred. (Chubb specific systems).
• Proficiency in Microsoft Suite: Word, PowerPoint, Excel, Access.
• Experience analyzing data and leveraging insights to drive informed decision-making.
• Bachelor's Degree or equivalent work experience in customer service and/or supervision required.

The pay range for the role is $69,000 to $101,000. The specific offer will depend on an applicant's skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program. Chubb offers a comprehensive benefits package, more details on which can be found at . The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.

About Us

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally. At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.

Job Info

• Job Identification 33856
• Job Schedule Full time
• Regular or Temporary Regular
• Job Category Customer Service
• Business Unit United States
• Legal Employer ACE American Insurance Company
• Posting Date 06/04/2026, 08:46 PM