Customer Service Team Lead - Utah

Orion180 • Draper, UT

2d • $27

About The Position

The Customer Service (CS) Team is a key part of Orion180's great insurance experience because they help policyholders, agents, and partners with accuracy, professionalism, and care. This group handles customer questions, policy service requests, and customer education across a number of channels to make sure that problems are solved quickly and effectively.

As the Customer Service Team Lead, you will be in charge of the team's daily work, training and coaching team members, and keeping an eye on performance metrics to make sure service is always top-notch. You will continue to work directly with customers, in addition to providing leadership and mentorship. This will make sure that every interaction shows Orion180's dedication to innovation, empathy, and world-class support.

Requirements

• Education: High school diploma or GED required; must be at least 18 years old.
• Experience: Minimum of 2 years in customer service (phone or in-person). Prior supervisory or team lead experience strongly preferred.
• Licensing: Customer Service Representative (4-40) preferred or ability to obtain within 30 days.
• Skills & Competencies: Excellent communication, coaching, and problem-solving skills.
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Skilled in Excel (for scorecards and reports) and other Microsoft Office tools.
• Familiarity with customer service databases and CRM systems.
• Ability to hire, coach, and train employees while motivating them to exceed performance metrics and KPIs.
• Professional demeanor with a strong sense of ownership and accountability.
• Passion for innovation, teamwork, and continuous learning.

Responsibilities

• Supervise, mentor, and support a team of Customer Service Representatives.
• Monitor daily performance, provide real-time feedback, and conduct regular 1:1 meetings.
• Assist with onboarding and training new team members and act as a point of escalation for complex issues.
• Foster a high-performance, service-oriented team culture that reflects Orion180’s mission and values.
• Promote professionalism, collaboration, and accountability within the Customer Experience team.
• Lead by example by continuing to perform “hands-on” customer service functions.
• Ensure all communications—via phone, chat, or email—reflect Orion180’s gold-standard service.
• Provide expert assistance to residential policyholders, agents, and producers with professionalism and empathy.
• Utilize strong de-escalation skills to resolve customer concerns efficiently and effectively.
• Support and empower agents and policyholders while maintaining accuracy and compliance with company standards.
• Track, analyze, and report weekly performance metrics and team productivity.
• Identify and implement process improvements to enhance customer experience and operational efficiency.
• Conduct random audits of calls and workflows to ensure quality and compliance.
• Collaborate with leadership to develop new tools, manuals, and procedures to exceed departmental goals.
• Recommend training opportunities, performance recognition, and, when needed, disciplinary actions per company policies.

Benefits

• Dynamic Culture: Join a forward-thinking team redefining the insurance experience through innovation and technology.
• Career Growth: Advance your leadership skills and build your career in a company that values initiative and excellence.
• Meaningful Impact: Play a vital role in shaping how we serve our customers and elevate our operational performance every day.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED