Claims Customer Service Manager

Accountabilities

• Team Leadership & Development: Lead and support the Claims Customer Service team, establishing clear expectations for service quality, productivity, professionalism, and accountability. Oversee recruitment, onboarding, workforce planning, and scheduling while delivering structured training, coaching, performance reviews, and individual development plans.

• Customer Service Operations: Manage customer interactions across telephone, email, live chat, and other digital channels, ensuring consistent and timely responses. Oversee escalations, complex claims-related inquiries, and complaints while ensuring customers understand claims processes, documentation requirements, coverage decisions, and next steps.

• Cross-Functional Collaboration: Work closely with claims adjusters, medical assistance, operations, and other departments to resolve customer issues, improve coordination, and ensure appropriate case ownership and follow-up.

• Technology & Process Management: Oversee the effective use of customer service tools, including telephone systems, shared inboxes, live chat, claims management platforms, and reporting solutions. Optimize workflows, improve automation and case routing, and collaborate with IT, Product, and Engineering teams on technical issues and new tools.

• AI & Operational Innovation: Contribute to the development and implementation of AI-assisted tools that improve customer communications, quality assurance, and operational performance. Ensure employees are trained to use relevant systems effectively.

• Quality Assurance & Performance: Establish and maintain quality assurance processes for calls, emails, and chat interactions. Monitor key performance indicators such as response times, service levels, first-contact resolution, quality scores, productivity, and customer satisfaction.

• Reporting & Continuous Improvement: Provide performance insights and recommendations to senior management, identify recurring complaints and operational bottlenecks, and implement measurable improvement plans. Maintain consistent service standards across teams, shifts, and geographic locations.

• Documentation & Compliance: Ensure customer records, interaction histories, and claims information are accurately maintained. Develop standard operating procedures, training materials, and knowledge resources while ensuring that claims decisions are escalated appropriately.

Requirements:

• At least 5 years of experience in insurance customer service, claims operations, or a related financial services environment.

• At least 3 years of people management experience, ideally leading customer service or claims support teams.

• Strong understanding of insurance claims processes, policy benefits, documentation requirements, and customer communications.

• Experience in travel insurance, medical assistance, or insurance claims administration is strongly preferred.

• Demonstrated ability to manage multichannel customer service operations, including telephone, email, and live chat.

• Strong technical proficiency and experience with CRM, contact center, ticketing, and claims management platforms.

• Ability to interpret operational data, identify trends, and translate insights into measurable performance improvements.

• Proven experience designing training programs, coaching employees, conducting performance reviews, and developing team capabilities.

• Excellent written and verbal communication skills, including the ability to explain complex insurance matters clearly and professionally.

• Confidence handling escalations, difficult conversations, complaints, and sensitive customer situations with empathy and sound judgment.

• Strong organizational skills, attention to detail, and the ability to manage competing priorities in a fast-paced environment.

• Independent decision-making, practical problem-solving skills, and a proactive approach to identifying and addressing operational issues.

• Comfortable leading geographically distributed teams in a technology-driven environment.

• A credible, accountable leadership style, with the ability to balance customer expectations, policy requirements, and operational priorities.

• Willingness to lead by example and step into customer interactions when needed.

Benefits:

• Fully remote position with a globally distributed team.

• Full-time employment.

• Opportunity to shape and improve claims customer service operations within an evolving travel insurance and assistance environment.

• Meaningful leadership responsibilities, including team development, process improvement, and technology adoption.

• Opportunity to contribute to the implementation of AI-assisted tools and modern customer service solutions.

• Collaborative environment emphasizing flexibility, accountability, and continuous improvement.

• Direct impact on the support and experience provided to travelers worldwide.