Customer Service Team Lead

At Orion180, we don’t just stand out for what we do; we shine because of how we do it. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products. Our vision is to be the premier global provider of insurance solutions and redefine the insurance industry.

Orion180 is proud to call two vibrant cities home. Our headquarters on Florida’s stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Irving, Texas, location places us in a dynamic center of culture, business, and entertainment, keeping us deeply connected to innovation and growth.  

ABOUT THE ROLE:

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.

WHAT YOU’LL DO:

Team Leadership & Coaching

• 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.

Customer Service Excellence

• 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.

Performance & Process Management

• 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.

WHAT WE’RE LOOKING FOR:

• 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.