Group Leader, Tier 1 Customer Support

Overview

As a global market leader, iPipeline combines technology, innovation, and expertise to deliver ground-breaking, award-winning software solutions that transform the life insurance, financial services, and protection industries. With one of the industry's largest data sets, we help advisors/advisers and agents to transform paper and manual operations into a secure, seamless digital experience - from proposal to commission- so they can help better secure the financial futures of their clients.

At iPipeline, you'll play a major role in helping us to provide best-in-class, transformative solutions. We're passionate, creative, and innovative, and together as a team, we continually strive to advance, accelerate, and expand the reach of our technology. We value different perspectives and are committed to creating an environment that embraces diverse backgrounds and fosters inclusion.

We're proud that we've been recognized as a repeat winner of various industry awards, demonstrating our excellence and highlighting us as a top workplace in both the US and the UK. We believe that the culture we've built for our nearly 900 employees around the word is exceptional - and we've created a place where our employees love to come to work, every single day.

Come join our team!

About iPipeline

Founded in 1995, iPipeline operates as a business unit of Roper Technologies (Nasdaq: ROP), a constituent of the Nasdaq 100, S&P 500®, and Fortune 1000® indices. iPipeline is a leading global provider of comprehensive and integrated digital solutions for the life insurance and financial services industries in North America, and life insurance and pensions industries in the UK. We couple one of the most expansive digital and automated platforms with one of the industry's largest data libraries to accelerate, automate, and simplify various applications, processes, and workflows - from quote to commission - with seamless integration. Our vision is to help everyone achieve lasting financial security by delivering innovative solutions that connect, simplify, and transform the industry.


iPipeline is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religious creed, national origin, age, sexual orientation, gender identity, physical or mental disability, and/or protected veteran status. We are committed to building a supportive and inclusive environment for all employees.

This is an office-based position.

Responsibilities

Team Leadership & Management:

• Lead and mentor a team of customer support agents by providing onboarding, coaching, scheduling, and real-time support.
• Promote a customer-first culture with emphasis on quality, ownership, and responsiveness.
• Work with the manager to set and monitor daily team goals aligned with department KPIs.

Customer Support Operations:

• Oversee daily support workflows and ensure adherence to Service Level Agreements (SLAs).
• Monitor daily ticket queues, agent workloads and adherence to service quality standards.
• Support agents with escalations and service guidance.

Process Improvement:

• Document recurring support issues and escalate process gaps to management.
• Partner with peers and internal teams to share frontline insights and suggest improvements.
• Participate in cross-functional efforts to refine tools or processes affecting customer support delivery.

Reporting & Metrics:

• Track team-level Key Performance Indicators (KPIs) such as First Response Time, CSAT, Resolution Time, and Ticket Volume.
• Prepare and share performance updates with functional leadership.
• Support implementation and adoption of tools or dashboards that enhance service efficiency and effectiveness.

Qualifications

• Typically requires 6+ years of relevant experience in customer support or service delivery roles.
• Solid time management skills and shift coordination knowledge.
• Proficient in customer support tools (e.g., Jira, Zendesk, Salesforce Service Cloud)
• Solid grasp of support workflows, ticket handling, and escalation protocols.
• Strong communication and interpersonal skills to coach frontline agents.
• Ability to motivate and lead a small, hybrid team.
• Ability to resolve basic issues and escalate complex cases appropriately.
• Basic understanding of key metrics (e.g., FRT, CSAT, resolution time).
• Familiarity with support documentation tools or internal knowledge bases.

Benefits

We offer a competitive compensation and benefits package, opportunities for career growth, an employee stock purchase plan, 401(k), generous time off and flexible work/life balance, company-matched retirement packages, an employee wellness program, and an awards and recognition program - all in a creative, fast-growing, and innovative company.