Insurance Service Manager

About Roamly

Roamly is a leader in the Insurtech space, dedicated to providing seamless and innovative insurance solutions. Our service team is the backbone of our customer experience, ensuring our users feel supported, valued, and understood. We are looking for a dynamic and experienced Service Manager to lead our team, drive customer retention, and build a best-in-class service operation.

About the Role

The Service Manager is responsible for leading, coaching, and managing Roamly’s customer service and retention team. This role is critical to our success, requiring a hands-on leader who can drive performance in a fast-paced call center environment. You will oversee a hybrid team of approximately 12 associates, comprising both in-office and remote staff. The ideal candidate is a metrics-driven problem solver with a passion for employee development and process improvement.

Key Responsibilities

Team Leadership & Development :

• Utilize technology automation tools and A.I. to create efficiencies throughout workflows while up-skilling the team
• Lead, mentor, and motivate a team of service and retention specialists, fostering a positive, high-performance culture.
• Conduct regular 1 : 1 coaching sessions, performance reviews, and call / ticket quality assurance (QA) to ensure adherence to service standards.
• Develop and implement training programs for new hires and continuous education for existing team members.

Operational & Performance Management :

Process Improvement & Strategy :

Requirements

Required Qualifications :

Preferred Qualifications :

Benefits

Why You'll Love Working Here :

Compensation & Schedule :