Service Team Manager

ERGO NEXT Group INTERNAL•Rochester, NY

21h•Hybrid

About The Position

The Service Team Manager supports ERGO NEXT’s mission by leading a high-performing, customer-focused Service team and ensuring excellence throughout the customer policy lifecycle. The role is responsible for daily team performance, SLA attainment, and a positive, accountable culture that empowers Specialists to deliver exceptional service. The manager maintains knowledge of insurance products and supports escalations to ensure timely and effective resolution. Working with the Service Department Manager and cross-functional teams, the Service Team Manager identifies ways to improve processes, reduce friction, and enhance the customer experience. The role also leverages technology, automation, and AI-driven tools to improve operational efficiency, team productivity, and service delivery in the small-business insurance space.

Requirements

Strong customer focus and service leadership skills.
Clear and effective verbal and written communication.
Results-driven, with strong organizational and prioritization skills.
Ability to proactively identify problems and recommend process improvements.
Strategic thinking about service impact across the policy lifecycle.
Comfort leveraging technology, automation, and AI to enhance operations.
Strong industry and product knowledge.
Active Property and Casualty (P&C) license.
Relevant experience in insurance and customer service.

Responsibilities

Support the Service Department Manager in daily operations and contribute ideas for process improvements and technology enhancements.
Directly manage an assigned team of Specialists and collaborate with other teams and leaders to improve service delivery across the policy lifecycle.
Monitor phone, chat, Slack, and ticket queues in real time, using data and technology tools to make adjustments and achieve daily goals.
Develop team tactics and track Specialist development through one-on-one meetings, individual development plans, and performance management.
Conduct team meetings to communicate goals, performance updates, events and training, product updates, process enhancements, and company direction.
Answer Specialist questions, help resolve complex problems, and ensure work complies with quality standards and guidelines.
Identify opportunities for automation, AI support, and skills enhancement.
Foster teamwork and collaboration, support employee growth, and remove obstacles so Specialists can provide customer service through efficient, technology-enabled workflows.
Interact with customers, address inquiries, and handle escalations while capturing insights to inform cross-functional improvements and operational solutions.