Team Lead – Customer Service

About the role

Brightway is seeking an experienced Team Lead to oversee its customer service department. You will be the primary point of contact for the team, ensuring high‑quality insurance‑related support and driving continuous improvement across processes.

Key responsibilities

• Provide daily leadership to a team of insurance professionals handling inbound and outbound calls and emails.
• Assign work, monitor progress, and ensure timely resolution of customer inquiries and disputes.
• Identify and implement system, process, and workflow enhancements to improve efficiency and service quality.
• Act as the “face/voice of Brightway Leadership,” collaborating with franchisees and internal stakeholders to resolve issues.
• Maintain accurate documentation in company systems and keep the department procedures manual up to date.
• Conduct performance discussions, write job objectives, performance reviews, and salary recommendations.
• Administer HR policies and mentor less‑experienced team members.

Required profile

• Proven ability to lead and develop a customer‑service team to achieve business goals.
• Strong customer‑service mindset with a focus on delivering superior outcomes.
• Excellent communication and interpersonal skills.
• Experience in the insurance industry or a related field is preferred.

Required skills