Customer Service Team Leader

battleface • Columbus, OH

1d • Remote

About The Position

battleface is building a humanity-focused travel insurance company that brings people and the world together. We’re looking for a Customer Service Team Leader to provide hands-on support, coaching, and day-to-day guidance to a team serving customers across multiple channels and geographies. You’ll help move our global operations forward by delivering an exceptional customer experience and developing a capable, confident, and engaged team.

Requirements

• At least two years of experience in a team leader, supervisor, senior agent, or comparable customer-service leadership role.
• Experience coaching and supporting customer-service colleagues.
• Experience working remotely and with remote or international teams.
• Ability to interpret and manage a high volume of information and performance data.
• A strong sense of urgency and the ability to adapt to changing priorities in a fast-paced environment.
• The ability to quickly adjust to evolving product and partner needs.
• Excellent written and verbal communication skills.
• Confidence handling complex customer issues and escalations.
• Broadly technically proficient including experience with Microsoft Office.

Nice To Haves

• Professional experience in the travel insurance industry.
• Travel insurance, property and casualty, or accident and health licensing.
• Experience working in a technology-focused startup or high-growth business.
• Experience supporting customers across multiple countries and time zones.
• Personal experience with international travel.

Responsibilities

• Provide day-to-day leadership, support, and direction to Customer Service team members.
• Coach team members through regular feedback, one-to-one conversations, and practical development plans.
• Help onboard and train new team members including the creation and management of knowledge resources.
• Monitor service, quality, productivity, and workload in an omnichannel environment.
• Participate in quality-calibration sessions to promote fair and consistent evaluations.
• Support customer and system escalations, taking ownership of complex cases when needed.
• Share frontline feedback on business initiatives, processes, and technology that affect the Customer Service team or customer journey.
• Foster a supportive and accountable team environment built on active listening, patience, empathy, and kindness.
• Step into frontline customer-support activity when service levels or business needs require it.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed