Customer Care Team Lead

Acrisure • Oak Ridge, TN

1d • Onsite

About The Position

A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services – and more. In the last twelve years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Acrisure was built on entrepreneurial spirit. Prioritizing leadership, accountability, and collaboration, we equip our teams to work at the highest levels possible. Overview The Customer Care Team Lead oversees the daily operations of the Customer Care Team. This role ensures clients receive timely, accurate, and compliant support across all departments. The Team Lead acts as a mentor, problem-solver, and quality champion, driving both customer satisfaction and operational efficiency.

Requirements

• Experience in customer service within an insurance brokerage or related financial services environment.
• Strong understanding of insurance terminology, policy servicing, and regulatory requirements.
• Proven leadership experience, ideally in a team lead or supervisory role.
• Excellent communication, coaching, and conflict-resolution skills.
• Ability to manage multiple priorities in a fast-paced, compliance-driven environment.
• Proficiency with CRM systems, agency management platforms, and standard office software.
• Strong analytical skills with the ability to interpret data and identify improvement opportunities.

Nice To Haves

• Insurance licenses (e.g., P&C) or willingness to obtain them.
• Experience with process improvement methodologies.
• A customer-centric mindset with a focus on accuracy, empathy, and professionalism.

Responsibilities

• Supervise, coach, and develop customer care representatives to meet performance, quality, and compliance standards.
• Serve as the primary escalation point for complex client inquiries, policy questions, and service issues.
• Monitor daily workflow, call queues, and service levels to ensure timely response and resolution.
• Review and audit customer interactions for accuracy, professionalism, and adherence to regulatory requirements.
• Collaborate with account managers, brokers, and underwriting partners to resolve client concerns and support policy servicing.
• Train new team members on systems, procedures, product knowledge, and customer service best practices.
• Analyze service trends and provide recommendations to improve processes, reduce errors, and enhance the customer experience.
• Prepare performance reports and deliver feedback to team members and management.
• Ensure compliance with insurance regulations, data privacy standards, and internal policies.
• Support change management initiatives, system updates, and new product rollouts.

Benefits

• Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.
• Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.
• Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.
• Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed