Senior Customer Support Lead
About The Position
MGT Insurance is seeking a motivated Customer Service (CS) Leader with an entrepreneurial spirit and building/operating muscle to join their team. As a Customer Service Leader, you will play an important role in defining the CS function, including leading and developing a team of CSRs, providing customer feedback to help shape products, supporting sales opportunities, and enhancing internal CS tooling and reporting. The ideal candidate has experience leading a team to deliver a best-in-class customer experience in a high-growth, fast-paced environment and fully embraces AI/agentic solutions. They should be curious, adaptable, and a strong relationship builder, with the ability to thrive in a fast-paced environment that values speed, iteration, and continuous improvement.
Requirements
- 5+ years of experience, 3+ years as a direct CS leader or manager.
- Ideally in insurtech, fintech, or a high-growth startup
- Experience owning a CS tech stack (Intercom experience strongly preferred)
- Strong data fluency — comfortable pulling and interpreting CS metrics and reports
- Effective communicator across audiences
- Strong leadership skills with a focus on empowerment, positive-mindsets, collaboration and ability to inspire a team of direct reports
- High ownership mentality
- Comfort operating in a fast-moving, ambiguous environment where you build the playbook as you go
- Curious and willing to adopt AI tools to work smarter and deliver better results.
Responsibilities
- Lead and mentor a team of Customer Success Representatives that embodies our core values and operational goals.
- Refine the Customer Success motion as we scale, including developing staffing models and shaping our tooling to support growth.
- Build and maintain the CS reporting infrastructure to enable data driven decisions and to surface strategic insights and clear narratives for executive and investor audiences.
- Lead the team to ensure we deliver best in class service, achieving CSAT, throughput, and AI/automation targets.
- Bridge the gap between customers and internal teams by channeling feedback into product and platform development.
Benefits
- Competitive salary and benefits package.
- Leadership role in shaping the future of a modern digital insurance platform.
- A collaborative and forward-thinking work environment.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
