Customer Experience Supervisor

About Integrated Specialty Coverages Integrated Specialty Coverages, LLC (ISC) is a growth stage technology and data-driven commercial MGA and insurance wholesaler leading innovation in the market. Backed by one of the leading private equity firms, Onex Partners, and led by a forward-thinking management team, ISC is combining the worlds of insurance and technology to create an Insurtech powerhouse. As a leading online distributor of insurance products for a range of industries and "Main Street USA", we are looking for the right people to help us in our mission of achieving exponential growth. We strive to be the number one place to go for brokers and agents to source insurance. To accomplish this, we’re building a digitally focused team that deeply understands the intersection between user experience, data, and AI/ML to optimize the way we engage with our customers and partners. Job Summary The Customer Excellence Supervisor is a player-coach who leads a team of 4-6 Specialists supporting brokers, insureds, and carriers across ISC's insurance operations. This role balances a personal workload with real-time queue ownership, AI-assisted coaching, and day-to-day people leadership — ensuring the team delivers consistently high service levels, quality, and compliance. The Supervisor partners closely with the Manager on performance management, hiring, and training, and serves as the first point of escalation for interactions that exceed Specialist authority. Candidates must live in one of the following states to be eligible for this role: Georgia, Ohio, Pennsylvania, Tennessee, or Texas Position Responsibilities Player-coach for insurance, applying deep insurance knowledge to your own work and your coaching of Specialists Carry a personal ticket load to stay current on workflows, system changes, and customer pain points Coach 4-6 Specialists using AI QA outputs — review flagged interactions, deliver weekly 1:1 feedback, and document coaching plans Own real-time queue and WFM adherence for the shift: monitor service levels, redirect staffing, and manage intraday escalations Handle escalations and de-escalations that exceed Specialist authority Run team huddles, deliver process and product updates, and reinforce compliance and quality standards Partner with Manager on performance improvement plans Identify training gaps and partner with Manager and Training on implementation and reinforcement Support hiring — interview candidates and onboard new hires within the team Minimum Qualifications 3+ years P&C insurance experience 4+ years' experience in a contact center, customer support, or insurance operations environment 1+ year in a lead, senior specialist, or supervisory capacity Demonstrated knowledge of priority KPIs for a service center Demonstrated ability to coach to QA results and manage real-time queue and adherence Experience with a ticket management system (Zendesk, ServiceNow, Intercom, or Salesforce) Strong communication, conflict resolution, and de-escalation skills Commitment to dependability of attendance and adherence to work schedule High School Diploma or equivalent experience required Dedicated, private room with a door for work use; minimum internet speeds of 25 Mbps download / 10 Mbps upload with a hardwired (ethernet) connection strongly preferred Preferred Qualifications P&C insurance MGA, retail, or brokerage experience Designation such as P&C License, AINS, AU, APA, CIPA, or CIPTA Bachelor's degree Prior supervisory or lead experience in a contact-center / support environment Hands-on experience with a WFM platform (e.g., NICE, Verint, Calabrio, Playvox WFM) and an AI QA tool (e.g., Playvox, MaestroQA, Level AI, Observe.AI) Benefits of Working at ISC Employee Ownership Program - every eligible employee shares in the financial rewards that grow when the company grows Professional development opportunities Owner Referral Program Work from home reimbursement for remote/hybrid roles Canary emergency financial assistance program Comprehensive medical, dental, vision Life/AD&D Insurance Confidential, Employee Assistance Program Health Savings Account, includes company contribution Short-term disability Voluntary benefits - supplemental accident, critical illness, hospital insurance Employee discounts 401(k) Plan with company match contribution Addition Wealth Financial Wellness Program Various Time Off Programs 11 company paid holidays Applicants may contact the ISC HR department via e‑mail or phone to request and arrange for an accommodation that will allow the applicant to successfully complete the application process. Applicants needing assistance may request accommodation at any time. Please contact ISC at View email address on click.appcast.io or View phone number on click.appcast.io. ISC believes in creating long-term relationships by being responsive and relevant and by consistently delivering value to our community of customers. Specifically, we focus on attracting, developing, and retaining the best talent for our business, challenging our people, demonstrating a "can-do" attitude, and fostering a collaborative and mutually supportive environment. Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, gender, gender identity, sexual orientation, marital status, medical condition, genetic information, mental or physical disability, military or veteran status, or any other characteristic protected by local, state, or Federal law. Must be legally authorized to work in the United States. ISC participates in the Federal E-Verify program #J-18808-Ljbffr Socket.dev