Supervisor Customer Service
About The Position
Independence Pet Holdings, established in 2021, is a corporate holding company managing a diverse portfolio of pet health brands and services across North America. Pets Best, a subsidiary of Independence Pet Holdings, offers pet insurance and wellness plans for dogs and cats nationwide, founded with a mission to provide access to comprehensive animal healthcare at an affordable price. The Supervisor, Customer Service will report to the Director, Customer Service and is responsible for leading a remote team of Insurance Professionals to deliver exceptional service to pet parents through multiple interaction channels. This role involves hands-on supervision and strategic planning, focusing on coaching, motivating, and developing the team while ensuring service levels, compliance, and quality standards are met. The position fosters a culture of engagement, continuous improvement, and accountability, managing day-to-day operations, talent development, and team performance to support Pets Best's growth and overall customer experience.
Requirements
- Bachelor’s degree, or High School Diploma/GED
- 2+ years of progressive Contact Center experience.
- Proven experience supervising or leading others with ability to coach, develop, and hold others accountable.
- Strong sense of urgency; thrives in fast-paced, results-oriented, high-volume environments.
- Demonstrated ability to analyze data, make decisions, and proactively manage team performance.
- Strong problem-solving, organizational, and time management skills; adaptable to changing priorities.
- Ability to obtain a Property & Casualty insurance license within 90 days.
- Flexibility to work all hours of operation when needed.
- Proficiency with Microsoft Office Suite; familiarity with telephony/workforce management systems (Avaya, Verint, NICE).
Nice To Haves
- 2+ years of supervisory experience in a high-volume contact center or service related environment.
- P&C license and/or prior Pet Insurance experience.
- Experience leading teams of 15+ associates while fostering an inclusive, engaging team culture.
- Proven track record of influencing across levels and contributing to department-wide improvements.
Responsibilities
- Mentor a team of 15–18 Insurance Professionals, providing feedback, coaching, and accountability.
- Monitor KPIs and address gaps proactively while recognizing strong performance.
- Oversee schedules, workload distribution, and real-time performance.
- Serve as the point of contact for escalations, ensuring rapid resolution and reinforcement of best practices.
- Partner with leadership, Workforce Management, and Training to plan staffing, scheduling, and development strategies.
- Identify opportunities to enhance efficiency, service, and team experience.
- Foster an inclusive, supportive, and motivating environment.
- Lead team meetings and facilitate effective virtual communication.
- Work closely with HR, Talent Acquisition, and cross-functional leaders on recruiting, onboarding, retention, and performance management.
- Support department initiatives, special projects, and change management activities as assigned.
Benefits
- Comprehensive full medical, dental and vision Insurance
- Basic Life Insurance at no cost to the employee
- Company paid short-term and long-term disability
- 12 weeks of 100% paid Parental Leave
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- Retirement savings plan
- Personal Paid Time Off
- Paid holidays and company-wide Wellness Day off
- Paid time off to volunteer at nonprofit organizations
- Pet friendly office environment
- Commuter Benefits
- Group Pet Insurance
- On the job training and skills development
- Employee Assistance Program (EAP)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
