Supervisor Customer Service

Supervisor, Customer Service

Pets Best is seeking a Supervisor, Customer Service who will report to the Director, Customer Service. The Supervisor, Customer Service is responsible for leading a remote team of Insurance Professionals delivering exceptional service to pet parents through multiple interaction channels. You will combine hands-on supervision with strategic planningcoaching, motivating, and developing your team while ensuring service levels, compliance, and quality standards are consistently met. This role fosters a culture of engagement, continuous improvement, and accountability, while managing day-to-day operations, talent development, and team performance to support Pets Best's growth and overall experience.

Job Location: Remote USA

Main Responsibilities:

• Coach, Develop & Manage Performance: Mentor a team of 1518 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.

Basic Qualifications:

• 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.
• Current Hours: MondayFriday (8 AM9 PM EST) and Saturdays (8:00 am -4:30 pm EST).
• This position is an evening shift.
• Proficiency with Microsoft Office Suite; familiarity with telephony/workforce management systems (Avaya, Verint, NICE).

Preferred Qualifications:

• 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.

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• 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)