Operations Supervisor

Salary: $80,000 - $85,000 per year DOE

Full-time, exempt position

Remote – U.S. Based

Company Overview: 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. As we add to our team it is essential that we maintain our incredibly high customer service skills. Aardy is on a high growth trajectory and wants to ensure we continue to do so within Aardy performance and quality standards.

Position Overview: As an Operations Supervisor, you will play a key role in driving team performance, maintaining operational excellence, and ensuring exceptional customer experience. You’ll provide hands-on leadership to Team Leaders and Client Managers, uphold quality standards, and help shape a positive, high-performing culture that supports both employee growth and business success.

What You Will Do

Key Responsibilities:

• Oversee the call center’s Quality Assurance program to ensure compliance with company standards and maintain exceptional service quality.
• Lead, coach, and support Team Leaders to drive performance and encourage collaboration and team success.
• Step in to assist on phones and chat during peak periods to maintain service levels.
• Support recruitment and onboarding by assisting in the hiring and training of new agents.
• Enforce company policies and procedures, providing coaching and documentation for performance or behavioral issues, and addressing disciplinary matters as appropriate.
• Develop weekly schedules, assist with forecasting, and monitor time management to ensure appropriate staffing, coverage, and adherence to attendance policies.
• Administer monthly bonus calculations, manage incentive programs, and cultivate a positive, engaging work environment that motivates and empowers team members. 
• Monitor individual and team performance metrics and provide actionable insights for the Operations Director.
• Assist Team Leaders in managing customer escalations to ensure timely resolution and client satisfaction.
• Provide real-time guidance to agents experiencing basic technical issues to minimize downtime and maintain service continuity.
• Deliver exceptional care and service to every customer, every time!
• As this is a new position, this list may change to accommodate the needs of the business. 

Qualifications (Mandatory):

• Valid Producer’s License with Line of Authority of Property Casualty (ideally with an expiration date 6 months or more in the future).
• Must have a minimum of one (1) year of insurance sales experience.
• Must have a minimum of two (2) years of experience in a supervisory or leadership role, preferably in contact center operations. 
• Must have a minimum of six (6) months of experience in a 100% remote-based position.
• Must be available for periodic evening and weekend work, as needed, to ensure operational continuity when Team Leaders are unavailable.
• Must successfully complete Client Manager and Team Leader training before assuming the Operations Supervisor role.
• Must have a strong command of the English language (verbal and written) as well as excellent communication skills.
• Computer literate with the ability to navigate basic software programs such as Microsoft Office, Slack, Zoom, Salesforce, Email, etc.
• Excellent attention to detail.
• Ability to learn new systems, skills, and tasks quickly.
• Excellent time management skills with the ability to multi-task.
• Must have and maintain high speed Internet with the ability to connect to a wired ethernet connection. Minimum speeds of 100 Mbps download, 25 Mbps upload, and a latency <= 50 ms.

Preferred, but not mandatory:

• A travel insurance background would be an advantage, but not required.
• Ideally, you will also hold A, H & L, but not required.
• Four-year degree in Business or a related field, but not required. 

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 Aardvark:

• Competitive Annual Salary negotiable between $80k - $85k per year, depending on experience.
• 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, exempt position.

*This position reports directly to the Operations Director. 

*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. 

How to Apply:

1. Please apply via the appropriate link/directions.
2. Do not forget to upload a copy or proof of your Valid Producer’s License with Line of Authority of Property Casualty.
3. Please write “Operations Supervisor” in the subject line.
4. Please clearly state your desired salary range. 
5. Cover letters are hightly encouraged and recommended, but are not mandatory. 
6. Please now unsolicited emails or phone calls from candidates. 
7. 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.

Aardvarkinsure.com Corporation conducts background checks via Checkr.