Claims Customer Service Manager

battleface•Columbus, OH

3d•Remote

About The Position

Battleface is building a humanity-focused travel insurance company centered on travelers, offering customized coverage and global support. Its global assistance arm, Robin Assist, provides 24/7 support, medical coordination, and claims services. The Claims Customer Service Manager is a hands-on leadership role responsible for leading, developing, and overseeing customer service operations within the claims department. The manager ensures customers receive accurate information, timely responses, and professional, empathetic support across telephone, email, live chat, and other digital channels. The role calls for someone who understands travel insurance claims, manages people effectively, and can use technology to improve customer experience and operational performance. The manager will develop team members, improve service standards, identify operational gaps, and take ownership of results. They will oversee customer service operations and quality, manage escalations, coordinate with internal departments, optimize service technology and workflows, and provide meaningful performance reporting. This is a remote position with a global team. Flexibility, collaboration, and accountability are essential, and the company notes that customer support commitments extend beyond a conventional 9-to-5 schedule.

Requirements

At least 5 years of experience in insurance customer service, claims operations, or a related financial services environment.
At least 3 years of people management experience, ideally leading customer service or claims support teams.
Strong understanding of insurance claims processes, policy benefits, documentation requirements, and customer communications.
Demonstrated ability to manage multichannel customer service operations, including telephone, email, and live chat.
Strong technical proficiency and experience managing CRM, contact center, ticketing, and claims management platforms.
Ability to interpret operational data, identify trends, and translate findings into measurable improvements.
Proven experience developing training programs, coaching employees, and managing team performance.
Excellent written and verbal communication skills, including the ability to explain complex insurance matters clearly.
Confidence handling escalations, difficult conversations, and sensitive customer situations.
Strong organizational skills, attention to detail, and ability to manage competing priorities.
Sound judgment, independent decision-making, and a practical approach to problem-solving.
Comfort managing geographically distributed teams in a fast-paced, technology-driven environment.

Nice To Haves

Experience in travel insurance, medical assistance, or insurance claims administration is strongly preferred.

Responsibilities

Lead and manage the Claims Customer Service team, providing day-to-day oversight, direction, and support.
Set expectations for service quality, productivity, professionalism, and accountability.
Develop and deliver onboarding, training, and ongoing coaching programs; conduct performance reviews, quality assessments, and development sessions.
Identify knowledge gaps and provide practical training to improve team performance.
Build a culture of ownership, collaboration, and continuous improvement.
Support recruitment, onboarding, workforce planning, and scheduling to maintain appropriate service coverage.
Oversee customer interactions by telephone, email, live chat, and other digital channels, ensuring responses are consistent, accurate, and timely.
Monitor service levels, response times, call handling, case resolution, and customer satisfaction.
Manage escalated inquiries, complex claims-related questions, and service complaints.
Ensure customers receive clear explanations of claims processes, documentation requirements, coverage decisions, and next steps.
Coordinate with Claims Adjusters, Medical Assistance, Operations, and other departments to resolve customer issues.
Identify recurring complaints, service failures, and operational bottlenecks, and implement corrective actions.
Ensure appropriate documentation, case ownership, and follow-up across customer interactions.
Oversee the effective use of telephone systems, shared inboxes, live chat, claims management platforms, and reporting tools.
Manage and optimize workflows across platforms and ensure team members are proficient with the technology required for their roles.
Identify opportunities to improve automation, routing, case management, and operational efficiency.
Work with IT, Product, and Engineering to troubleshoot issues, implement improvements, and support new technology.
Help develop and implement AI-assisted tools for customer communication, quality assurance, and operational performance.
Ensure customer records, interaction histories, and claims information are accurately maintained across systems.
Develop standard operating procedures, training materials, and knowledge resources.
Establish and maintain a quality assurance program covering telephone calls, emails, and chat interactions.
Review customer communications for accuracy, professionalism, empathy, and compliance with internal standards.
Monitor key performance indicators, including response times, service levels, first-contact resolution, quality scores, productivity, and customer satisfaction.
Provide reporting and recommendations to senior management.
Ensure representatives understand the limits of their authority and escalate claims decisions appropriately.
Identify performance issues early and implement measurable improvement plans.
Maintain consistent service standards across teams, shifts, and geographic locations.
Step into customer interactions when circumstances require.