Insurance Service Manager

Service Manager

Roamly is a leader in the Insurtech space, dedicated to providing seamless and innovative insurance solutions. Our service team is the backbone of our customer experience, ensuring our users feel supported, valued, and understood. We are looking for a dynamic and experienced Service Manager to lead our team, drive customer retention, and build a best-in-class service operation.

The Service Manager is responsible for leading, coaching, and managing Roamly's customer service and retention team. This role is critical to our success, requiring a hands-on leader who can drive performance in a fast-paced call center environment. You will oversee a hybrid team of approximately 12 associates, comprising both in-office and remote staff. The ideal candidate is a metrics-driven problem solver with a passion for employee development and process improvement.

Key Responsibilities

• Utilize technology automation tools and A.I. to create efficiencies throughout workflows while up-skilling the team
• Lead, mentor, and motivate a team of service and retention specialists, fostering a positive, high-performance culture.
• Conduct regular 1:1 coaching sessions, performance reviews, and call/ticket quality assurance (QA) to ensure adherence to service standards.
• Develop and implement training programs for new hires and continuous education for existing team members.

Operational & Performance Management

• Oversee all day-to-day operations of the service team, managing inbound/outbound calls, emails, and chat queues.
• Own and manage all team schedules, ensuring appropriate staffing levels (SLA) and adherence.
• Define, track, and report on key performance indicators (KPIs) such as customer satisfaction (CSAT), net promoter score (NPS), first-call resolution (FCR), and retention rates.
• Foster a positive work environment and culture

Process Improvement & Strategy

• Proactively identify inefficiencies in existing workflows and create new processes to improve team productivity and the customer experience.
• Analyze service and retention trends to provide actionable insights and feedback to leadership and cross-functional partners (e.g., Product, Underwriting).
• Serve as the primary point of contact for escalated customer issues, resolving complex problems with empathy and efficiency.