Job Description

Charlotte, NC | Onsite

Brightway Insurance is seeking a Customer Service Team Lead to lead and develop a team of customer service professionals within our Engagement Center. This individual will play an integral role in delivering exceptional service experiences while ensuring the team operates efficiently and consistently meets business objectives.

The ideal candidate is a people-focused leader with a strong customer service background, excellent communication skills, and the ability to motivate a team in a fast-paced, high-volume environment. This role oversees inbound and outbound customer interactions, supports complex service resolutions, and identifies opportunities to improve processes, workflows, and overall customer satisfaction.

As a key representative of Brightway leadership, the Customer Service Team Lead will partner with employees, company leadership, and franchise owners to foster a positive team environment and deliver an exceptional experience across the organization.

Key Responsibilities

• Lead, coach, and develop a team of insurance professionals responsible for handling inbound and outbound customer, agent, and carrier inquiries through phone and email.
• Promote a customer-first culture by ensuring timely, accurate, and high-quality service delivery across all interactions.
• Monitor team performance, establish expectations, and provide ongoing feedback, coaching, and development opportunities to drive individual and departmental success.
• Oversee daily workflow, assign responsibilities, and ensure timely follow-up and resolution of customer concerns, escalations, and complex service issues.
• Identify and implement opportunities to improve processes, systems, and workflows to enhance operational efficiency and the overall customer experience.
• Serve as a resource and mentor to team members, sharing knowledge and providing guidance on complex insurance-related matters and Brightway processes.
• Collaborate with company leadership, franchise owners, and other departments to address challenges, resolve issues, and maintain strong working relationships.
• Monitor quality standards and ensure team activities, documentation, and follow-up are completed accurately and consistently.
• Maintain current departmental procedures, documentation, and training resources.
• Communicate team performance, departmental activity, and business outcomes to leadership.
• Support the administration of company policies and procedures, including performance evaluations and employee development initiatives.

Qualifications & Experience

• 4–6 years of experience in customer service or a related field.
• 2+ years of experience leading or managing a team.
• Call center or high-volume customer service experience preferred
• Active 20-44 or 2-20 insurance license required.
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Bilingual proficiency preferred.

Skills & Competencies

• Demonstrated ability to lead, motivate, and develop employees while driving strong business results.
• Exceptional customer service mindset with a passion for creating positive customer experiences.
• Strong verbal and written communication skills, including the ability to communicate complex information clearly and effectively.
• Excellent problem-solving and decision-making abilities, with the confidence to navigate escalated and complex situations.
• Ability to analyze information, identify trends, evaluate alternatives, and recommend effective solutions.
• Strong organizational and time management skills, with the ability to prioritize competing responsibilities in a fast-paced environment.
• Adaptability and willingness to embrace new processes, systems, and organizational initiatives.
• Ability to build strong relationships and collaborate effectively across all levels of the organization.