Customer Care Supervisor

Appalachian Underwriters, Inc.•Knoxville, TN

4d•Onsite

About The Position

Wholesure is seeking to fill a Customer Care Supervisor position in our Oak Ridge, TN office. The Supervisor oversees the daily operations of the Customer Care Team. This role ensures clients receive timely, accurate, and compliant support across all departments. The Supervisor acts as a mentor, problem-solver, and quality champion, driving both customer satisfaction and operational efficiency.

Requirements

Strong understanding of insurance terminology, policy servicing, and regulatory requirements.
Excellent communication, coaching, and conflict-resolution skills.
Ability to manage multiple priorities in a fast-paced, compliance-driven environment.
A customer-centric mindset with a focus on accuracy, empathy, and professionalism.
High school diploma or equivalent, required, college degree preferred
5+ years’ experience in customer service within an insurance brokerage or related financial services environment.
3+ years’ proven leadership experience, ideally in a team lead or supervisory role.
Proficiency with CRM systems, agency management platforms, and standard office software.
Insurance licenses (e.g., P&C) or willingness to obtain them within 90 days of employment.

Nice To Haves

Experience with process improvement methodologies, preferred.

Responsibilities

Supervise, coach, and develop customer care representatives to meet performance, quality, and compliance standards.
Serve as the primary escalation point for complex client inquiries, policy questions, and service issues.
Monitor daily workflow, call queues, and service levels to ensure timely response and resolution.
Review and audit customer interactions for accuracy, professionalism, and adherence to regulatory requirements.
Collaborate with account managers, brokers, and underwriting partners to resolve client concerns and support policy servicing.
Train new team members on systems, procedures, product knowledge, and customer service best practices.
Analyze service trends and provide recommendations to improve processes, reduce errors, and enhance the customer experience.
Prepare performance reports and deliver feedback to team members and management.
Ensure compliance with insurance regulations, data privacy standards, and internal policies.
Support change management initiatives, system updates, and new product rollouts.