Client Manager Team Lead (Team Leader)

Hourly Rate: $32.56 per hour (non-negotiable)

Full-time, non-exempt, hourly position

Remote – U.S. Based

AardvarkInsure.com Corporation aka Aardy.com, is one of the leading Insure Tech Companies in the USA. Our entire world is about helping our customers choose great travel insurance for their next trip. We excel at this. Indeed, we have the highest TrustPilot score of any Travel Insurance company in the United States. In addition, we are certified as a Great Place to Work.

What you will do

Responsibilities

• Lead, motivate, and manage a team of contact center insurance agents to achieve performance targets and deliver exceptional customer service.
• Monitor the Operations floor to ensure effective omnichannel coverage by managing team resources across phone, email, and chat. This includes taking calls, chats, and emails when needed.
• Ensure adherence to company policies, procedures, and quality standards.
• Send weekly detailed feedback and coaching based on quality assurance findings to help team members enhance their customer service skills and performance.
• Handle and resolve customer escalations effectively, ensuring a positive customer experience.
• Be a travel insurance subject matter expert, providing in-depth knowledge and support to the team on all aspects of travel insurance policies and claims.
• Identify and resolve any issues within the team promptly and effectively, while fostering a positive and collaborative team environment that encourages open communication and teamwork.
• Conduct regular performance reviews to evaluate individual and team achievements, set goals, and identify opportunities for growth and improvement in addition to regular meetings to discuss progress, challenges, and solutions.
• Provide training and development opportunities to enhance the skills and knowledge of team members.
• Collaborate with other departments to ensure seamless operations and consistent customer experience.
• Check timesheets and manage hourly employees to ensure accurate time tracking and adherence to schedules.
• Maintain and coordinate with Aardy to ensure your insurance license is always valid. Ensure name changes, address changes, or any other changes that affect your license are done so in a timely manner. 
• Perform other duties as assigned to support the overall success of the contact center.

You will have/be able to do the following (mandatory)

• Valid Producer’s License with Line of Authority of Property Casualty (ideally with an expiration date 6 months or more in the future). 
• A minimum of three years of insurance sales experience is required, with a preference for candidates who have experience in travel insurance.
• A minimum of one year of managerial experience with direct reports. 
• Coachable personality with a strong desire to learn and continuously improve.
• Must have a strong command of the English language (verbal and written) as well as strong problem-solving skills and clear communication abilities. 
• Computer literate with the ability to navigate basic software programs such as Microsoft Office, Slack, Zoom, Salesforce, Email, Confluence, etc. 
• Must be a proactive self-starter with a strong attention to detail, capable of taking initiative, meeting deadlines, and working independently with minimal supervision.
• Ability to quickly learn new systems, skills, and tasks to achieve proficiency in contact center software and tools.
• Excellent time management skills with the ability to multi-task. 
• Must be able to work one weekend day as part of your weekly schedule and have a flexible schedule to provide coverage as needed.

Not mandatory, but nice to have

• Ideally, you will hold A, H & L, but this is not required.
• Ability to type 50 wpm.
• Proficiency in Salesforce CRM.

In addition to the qualifications mentioned, our ideal candidate will be self-motivated, an exceptional communicator, and possess integrity, trustworthiness, and strong problem-solving skills. They should be a natural leader with a passion for driving process improvements and achieving success. The candidate will also be warm, empathetic, and demonstrate a sense of urgency in their work—someone who consistently follows through on their commitments and communicates with honesty and clarity. At Aardy, we value our employees and strive to maintain a culture that sees them as individuals, not just workers.

What we can offer you as a full-time employee

• Competitive Hourly Rate: $32.56 per hour (non-negotiable)
• Promotion to Senior Team Leader (with pay raise) after satisfactory 18 consecutive months in the position.
• 15 days (120 hours) of PTO per year. 
• 6 Paid Holidays.
• Paid bereavement leave. 
• Equipment: PC + monitor, standard peripherals.
• Retirement Plan: 401k safe harbor plan with up to a 6% company match. 
• ICHRA (Individual Coverage Health Reimbursement Arrangement). Up to $550 per month for employee only and up to $750 for employee+dependent(s)
• Peer Rewards: Bonusly platform.
• Monthly Internet Stipend - $75. 
• Home Furniture Stipend - $500 upon successful completion of 90 days of employment. 

*This is a full- time, non-exempt, hourly position.

*This position reports directly to the Operations Manager.

*Immediate opening! Looking to fill this position as soon as possible, but the right fit is priority.

*Must be able to legally work in the U.S. Sponsorship is not available.

*Must currently reside in the United States and continue to do so while employed.

*Mandatory four week dedicated Client Manager training must first be completed before Team Leader Training. 

*Upon completion of Client Manager training you will complete one week of dedicated Team Leader Training before you are assigned your team. 

How to Apply:

1. Please apply via the appropriate link/directions.
2. Please write “Team Leader” in the subject line and include a brief cover letter and your resume
3. Submissions not following these instructions will be automatically deleted. Thank you!

No agencies, recruiters, or independent contractors. This is a direct hire W-2 position. All unwanted solicitation will be automatically deleted.

Aardvarkinsure.com Corporation provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Aardvarkinsure.com Corporation is an E-Verify employer.