Sr. Customer Support Manager (Remote - Colorado, California & Georgia)

About the Business

LexisNexis Risk Solutions Insurance is a global provider of data and analytics products and services for the insurance industry. We deliver innovative solutions that help insurers improve efficiency, reduce risk, and make more informed decisions. Our products empower insurers to better understand their customers, enhance decision-making, and drive growth in a rapidly evolving market.

As we continue to expand and innovate, we’re strengthening our customer support operations to deliver an exceptional experience that reflects the high standards and reliability our clients expect.

About the Role

We’re seeking a strategic, hands-on, and results-driven Customer Support Manager to lead and evolve our support operations team of 7–10 members. You’ll be responsible for driving operational excellence, improving support processes, mentoring team members, and enhancing the overall customer experience.

This role plays a critical part in shaping our support strategy, defining key performance indicators (KPIs), and ensuring that support initiatives align with broader business goals. You’ll work closely with senior leadership, cross-functional teams, and customers to deliver measurable impact and continuous improvement.

About the Team

You’ll join a collaborative, high-performing support organization that’s passionate about providing world-class service to our insurance customers. The team partners closely with product, engineering, and business operations to deliver efficient, effective, and empathetic support across multiple channels. Together, we strive to create a seamless customer journey built on trust, expertise, and innovation.

Key Responsibilities

• Lead and develop a team of customer support professionals, fostering growth, accountability, and excellence.
• Identify and implement process improvements to enhance efficiency, scalability, and customer satisfaction.
• Drive automation, tooling, and workflow enhancements to improve productivity and response times.
• Design and manage quality assurance programs to ensure consistent, high-quality interactions.
• Provide actionable feedback and training to strengthen team performance and capability.
• Define, track, and analyze KPIs to assess team performance and customer outcomes.
• Deliver data-driven insights and strategic recommendations to senior leadership.
• Collaborate with product, engineering, and business teams to represent the voice of the customer and improve service delivery.
• Champion continuous improvement initiatives that align with company objectives and customer needs.

Qualifications

• 5+ years of experience in customer support or operations, including at least 2 years in a leadership role.
• Proven track record of improving processes, driving operational efficiency, and scaling support teams.
• Strong analytical and reporting skills with experience defining and tracking KPIs.
• Excellent communication and leadership abilities with a focus on team development.
• Experience with customer support tools such as Zendesk, Salesforce, and QA or BI platforms preferred.
• Ability to thrive in a fast-paced, collaborative environment with a customer-first mindset.

Primary Location Base Pay Range: Home based-Colorado $93,400 - $155,700. U.S. National Base Pay Range: $93,400 - $155,700. Geographic differentials may apply in some locations to better reflect local market rates. Base Pay Range for CO is $93,400 - $155,700. Base Pay Range for IL is $98,100 - $163,500. Base Pay Range for Chicago, IL is $102,800 - $171,300. Base Pay Range for MD is $98,100 - $163,500. Base Pay Range for NY is $102,800 - $171,300. Base Pay Range for New York City is $107,400 - $179,100. Base Pay Range for Rochester, NY is $88,700 - $147,900. Base Pay Range for OH is $88,700 - $147,900. This job is eligible for an annual incentive bonus. Application deadline is 10/30/2025. We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer: ● Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits ● Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan ● Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs ● Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity ● Family Benefit