Manager, Client Services

Polly - Insurance

1d•$71,000 - $88,000•Remote

About The Position

THE ROLE: The Manager, Client Services will lead and scale the customer support function in a fast-growing, remote-first insur-tech startup. This role ensures that customers receive exceptional service while continuously improving processes, tools, and team performance. The Manager will oversee a team of customer service representatives, providing coaching, setting clear expectations, and driving metrics that support both customer satisfaction and business growth. The ideal candidate is a strong people leader, process-oriented, and passionate about delivering an outstanding customer experience in the insurance space.

Requirements

Education: Bachelor’s degree in Business, Communications, or related field preferred.
Experience: 6–8 years of experience in customer service or support roles, with at least 3 years in a leadership or manager position.
Proven track record managing customer service teams in a fast-paced, high-growth environment (startup, SaaS, fintech, or insur-tech preferred).
Highly tech-savvy with hands-on experience using modern customer service platforms (e.g., Genesys, Salesforce Service Cloud), and a demonstrated ability to optimize workflows through tools, automation, and data.
Excellent leadership and coaching skills with the ability to inspire, motivate, and develop remote teams.
Exceptional communication, problem-solving, and conflict resolution skills.
Experience driving performance, engagement, and accountability in a distributed (remote) workforce
Manages Complexity
Plans & Aligns
Communicates Effectively

Nice To Haves

Experience working in a regulated industry (insurance, financial services, or healthcare) a plus.

Responsibilities

Own end-to-end customer support performance, including service quality, efficiency, and cost to serve.
Champion smart automation and self-service to scale a high-quality customer experience as the business grows, balancing speed, personalization, and operational efficiency.
Prepare and present regular performance insights and recommendations to leadership
Lead, engage, and build culture within a fully remote customer support team across time zones
Lead, coach, and develop a high-performing customer service team.
Oversee daily operations, ensuring timely, accurate, and empathetic resolution of customer inquiries and issues.
Define and track KPIs such as response times, resolution rates, CSAT, and NPS to measure and improve team performance.
Partner with Product, Insurance Operations, and Technology teams to escalate and resolve complex customer issues and feedback.
Implement scalable processes, policies, and tools that support operational efficiency and a seamless customer experience.
Develop training programs and resources to ensure team members have the knowledge and skills to support customers effectively.
Create and maintain customer service documentation, FAQs, and knowledge base content.
Serve as a customer advocate, bringing insights from customer interactions to inform product and process improvements.
Stay current on industry best practices and emerging technologies to continuously enhance service delivery.