Senior Client Support Agent (San Antonio)

Goosehead Insurance • San Antonio, TX

2d

About The Position

This role supports a multi-carrier, multi-state insurance service model, focusing on call/ chat/ text interactions. You’ll manage policy changes, process updates, and conduct quality checks on complex cases. Success requires strong analytical ability, communication precision, and adherence to compliance and carrier guidelines. You’ll also provide peer coaching and documentation feedback to support the growth of L1 agents.

Requirements

• Strong analytical and multi-tasking ability.
• Excellent written communication and problem-solving skills.
• Proficiency in carrier and CRM systems.
• Demonstrated coaching and peer training ability.
• Texas P&C license (required).
• 1–2 years in insurance service or related field.
• Proven performance in non-call support roles.
• Commitment to accuracy and service excellence
• High school diploma or equivalent
• Strong attention to detail and communication skills

Nice To Haves

• Bilingual (English/ Spanish) is a plus

Responsibilities

• Resolve moderate-to-complex inquiries via email/chat.
• Execute policy endorsements and audits accurately across carriers.
• Ensure compliance with state regulations and carrier SLAs.
• Document cases with precision in Salesforce and carrier systems.
• Mentor and train L1-L2 agents on workflow best practices.
• Contribute to continuous improvement through feedback and SOP refinement.
• Manage 5–10 state licenses and navigate top 20 carriers consistently (up to 150 carrier systems)
• Maintain quality standards of 98%+ accuracy and timeliness.
• Proactively identify and communicate service trends or recurring issues.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED