Member Support Leader - Remote

Overview

Branch is on a mission to make insurance less expensive, so more people can be covered. We innovate using data, tech, and automation to simplify insurance from start to finish—we eliminated inaccurate quotes in favor of real prices, created a better way to bundle, and cut unnecessary costs in the traditional insurance process. Then we pass those savings along to our members. Basically, we’re doing insurance the way it was meant to be.

In Short

• Lead a team of Member Support Specialists.
• Provide coaching and guidance to ensure exceptional service.
• Drive performance using KPIs and feedback.
• Ensure clear and empathetic service in all interactions.
• Support escalated member interactions.
• Participate in cross-functional initiatives to improve member outcomes.
• Conduct regular team meetings for goal alignment.
• Promote a culture of collaboration and continuous improvement.
• Support onboarding and training of new specialists.
• Possess a valid Property and Casualty Insurance license.

Requirements

• 1+ year in a frontline agent role.
• 1+ year of leadership experience in a contact center.
• Strong communication skills.
• Ability to interpret performance data.
• Experience in high-volume environments.
• Calm approach to handling escalations.
• Experience with change management.
• Proficient in contact center platforms.
• Strong understanding of customer service excellence.
• Ability to foster team morale.

Benefits

• Above-market salary.
• Pay equity and transparency.
• Remote-first work environment.
• Flexible time off policy.
• Employee stock options.
• Comprehensive medical, vision, dental coverage.
• 401k and contribution matching.