At a glance
- Experience
- 1-2 years experience
- Workplace
- Onsite
- Location
- Bangalore
About the role
- The Customer Operations Lead will manage a team of 10-12 associates to deliver exceptional service to customers and insurance agents.
- This role combines hands-on customer support leadership with team management, coaching, and process improvement to drive performance and satisfaction.
- The position is central to scaling the customer and agent experience through a high-performing team within the life insurance industry.
Responsibilities
- Directly manage, coach, and develop a team of up to 10 Customer Operations Associates.
- Conduct regular 1:1s, performance reviews, and career development conversations.
- Set individual and team goals aligned with objectives and track progress against service levels (SLAs).
- Manage team scheduling, staffing coverage, and workload distribution across email, live chat, SMS, and phone channels.
- Recruit, onboard, and train new team members while maintaining training materials.
- Ensure accuracy in communications regarding policy and agent compensation queries.
- Own team-level quality assurance by auditing interactions and providing feedback.
- Monitor team metrics including response times, resolution rates, and CSAT/agent satisfaction.
- Identify and implement process improvements and maintain team knowledge bases and SOPs.
- Partner with cross-functional teams to resolve systemic issues and represent the voice of the customer/agent.
Requirements
- 3-5+ years of experience in customer support, customer success, or operations.
- At least 1-2 years in a team lead, supervisor, or people management role.
- Proven experience managing and developing a team of 5+ direct reports.
- Strong analytical skills with the ability to interpret team performance data.
- Excellent coaching, feedback delivery, and conflict-resolution skills.
- Adaptable and resilient, able to lead a team through change.
- Excellent phone presence, written communication, and cross-functional collaboration skills.
- Proficiency with Salesforce or equivalent support/help desk software.
Preferred qualifications
- Experience in life insurance or a related industry
- Bachelor's degree
- Experience with reporting/dashboarding tools
Workplace
- Role is based in Bangalore.
- Position is designated as #LI-Onsite.
Skills
- Salesforce
- Customer Support
- Team Management
- Quality Assurance
- Coaching
- Dashboarding Tools
