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Salary: USD 70,000 - 80,000 / annual
Next Insurance is a technology-led, full-stack provider of small business insurance founded in 2016. The company has helped hundreds of thousands of small business customers across the United States obtain fast, customized, and affordable coverage.
The Insurance Advisor Lead role supports Next Insurance's mission by leading a high-performing, customer-focused Service team and ensuring excellence across the full customer policy lifecycle. This position reports to the Service Department Manager and is responsible for daily team performance, SLA attainment, and fostering a positive, accountable culture where Insurance Advisors are empowered to deliver exceptional service.
Key responsibilities include:
- Directly manage an assigned team of Insurance Advisors and collaborate cross-functionally with other teams and leadership to improve service delivery across the policy lifecycle
- Monitor phone, chat, Slack, and ticket queues in real-time, leveraging data and technology tools to achieve daily goals
- Develop tactics and track individual development through 1:1 meetings, individual development plans, and performance management
- Conduct regular team meetings to communicate goals, performance updates, product updates, process enhancements, and company direction
- Answer questions, assist with complex problems, and ensure work complies with quality standards and guidelines
- Identify opportunities for automation, AI support, and skills enhancement
- Create and maintain a culture of teamwork and collaboration, fostering growth and removing obstacles
- Provide quality customer service by interacting with customers, addressing inquiries, and handling escalations
- Capture insights to inform cross-functional improvements and smarter operational solutions
- Partner with the Service Department Manager to identify process improvements and enhance customer experience
- Leverage technology, automation, and AI-driven tools to improve operational efficiency and team productivity
Requirements:
- Active P&C (Property & Casualty) insurance license
- Relevant experience in insurance and customer service
- 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
