Customer Experience Supervisor

Integrated Specialty Coverages, LLC

1d•$27 - $34•Remote

About The Position

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.

Requirements

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
Must be legally authorized to work in the United States.

Nice To Haves

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)

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

Benefits

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