Claims Customer Service Manager

battleface•Columbus, OH

20h•Remote

About The Position

battleface is building a humanity-focused travel insurance company, with Robin Assist providing 24/7 support, medical coordination, and claims services. The Claims Customer Service Manager will lead, develop, and oversee customer service operations within the claims department. This hands-on leadership role requires knowledge of travel insurance claims, people management, and customer service technology across multiple communication platforms. The manager will ensure travelers receive accurate information, timely responses, and professional, empathetic support by telephone, email, live chat, and other digital channels. The role is responsible for developing team members, improving service standards, identifying operational gaps, and ensuring technology supports a better customer experience. The successful candidate will make decisions, solve problems independently, take ownership of results, coach the team through complex situations, and step into customer interactions when needed. This is a remote position with a global team. Flexibility, collaboration, and accountability are essential; travel emergencies do not follow a 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.

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, ongoing coaching, performance reviews, quality assessments, and individual 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 across telephone, email, live chat, and other digital communication channels.
Ensure consistent, accurate, and timely responses to policyholders, claimants, brokers, and insurance partners.
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.
Take ownership of customer service technology, including 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 required technology.
Identify opportunities to improve automation, routing, case management, and operational efficiency.
Work with IT, Product, and Engineering teams 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 quality assurance 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 customer service standards across teams, shifts, and geographic locations.