Supervisor Customer Service

Job Title

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.

Job Responsibilities

• Supervises customer service staff in their day-to-day operations.
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
• Supports leadership in staff recruitment, interviews, and training staff on procedures and job-related functions.
• Assists with monitoring and ensuring quality control of assigned staff.
• Acts as an escalation point for resolving difficult customer issues.
• Tracks and reports performance against objectives and goals.
• Assists in producing and analyzing statistics, including identifying trends and insights.
• Performs other duties and responsibilities as assigned.
• Must be based in greater Toronto area

Benefits

• 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)

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