Customer Service Team Leader

Department: Customer Service

Employment Type: Full-Time

Location: Remote

about us: battleface is building a humanity-focused travel insurance company that brings people and the world together.

For too long, travel insurance has focused on the company rather than the customer. We’re changing that by connecting travelers with customized insurance solutions that provide the right coverage at the right price, where and when they need it.

We’re looking for a Customer Service Team Leader to provide hands-on support, coaching, and day-to-day guidance to a team serving customers across multiple channels and geographies.

about you: You’re an experienced contact center leader who embraces innovation, technology, and the opportunity to help others. You use data and customer feedback to guide decisions, improve performance, and support our core principles.

You’ll help move our global operations forward by delivering an exceptional customer experience and developing a capable, confident, and engaged team.

In this role, you will:

• Provide day-to-day leadership, support, and direction to Customer Service team members.
• Coach team members through regular feedback, one-to-one conversations, and practical development plans.
• Help onboard and train new team members including the creation and management of knowledge resources.
• Monitor service, quality, productivity, and workload in an omnichannel environment.
• Participate in quality-calibration sessions to promote fair and consistent evaluations.
• Support customer and system escalations, taking ownership of complex cases when needed.
• Share frontline feedback on business initiatives, processes, and technology that affect the Customer Service team or customer journey.
• Foster a supportive and accountable team environment built on active listening, patience, empathy, and kindness.
• Step into frontline customer-support activity when service levels or business needs require it.

essentials

• At least two years of experience in a team leader, supervisor, senior agent, or comparable customer-service leadership role.
• Experience coaching and supporting customer-service colleagues.
• Experience working remotely and with remote or international teams.
• Ability to interpret and manage a high volume of information and performance data.
• A strong sense of urgency and the ability to adapt to changing priorities in a fast-paced environment.
• The ability to quickly adjust to evolving product and partner needs.
• Excellent written and verbal communication skills.
• Confidence handling complex customer issues and escalations.
• Broadly technically proficient including experience with Microsoft Office.

even better

• Professional experience in the travel insurance industry.
• Travel insurance, property and casualty, or accident and health licensing.
• Experience working in a technology-focused startup or high-growth business.
• Experience supporting customers across multiple countries and time zones.
• Personal experience with international travel.

your focus on impact

Most importantly, you:

• Consistently aim to exceed relevant and evolving goals.
• Set intentional objectives that improve team performance and the customer experience.
• Build strong relationships that help us fulfill our mission of creating a humanity-focused travel insurance company.
• Balance accountability with empathy, helping team members grow while maintaining high standards.
• Look for practical ways to make the customer and team-member experience better.