Claims Customer Service Manager

about us: battleface is building a humanity-focused travel insurance company to bring people and the world together. For too long, travel insurance has centered on the company and not the traveler. We're changing that by connecting people with customized coverage at the right price, exactly when and where they need it. Our global assistance arm, Robin Assist, powers the 24/7 support, medical coordination, and claims services that travelers rely on — not just for battleface, but across the industry. Together, we're setting new standards for how travelers are cared for worldwide. about the role: we're looking for an experienced Claims Customer Service Manager to lead, develop, and oversee our customer service operations within the claims department. This is a hands-on leadership position for someone who understands travel insurance claims, knows how to manage people, and is comfortable working with technology across multiple communication platforms. Our customers contact us during some of the most stressful moments of their travels. We need someone who can ensure they receive accurate information, timely responses, and professional, empathetic support. Whether they're contacting us by telephone, email, or live chat. The right person will bring credibility, accountability, and structure to the team. You'll be responsible for developing our people, improving service standards, identifying operational gaps, and ensuring that technology helps us deliver a better customer experience. We're looking for a leader who can make decisions, solve problems independently, and take ownership of results. This isn't a role for someone who simply monitors performance reports. We need someone who understands the work, can coach others through complex situations, and isn't afraid to get involved when needed. what you'll do: Team Leadership & Development - Lead and manage the Claims Customer Service team, providing day-to-day oversight, direction, and support. - Establish clear expectations around service quality, productivity, professionalism, and accountability. - Develop and deliver structured onboarding, training, and ongoing coaching programs. - Conduct regular performance reviews, quality assessments, and individual development sessions. - Identify knowledge gaps and provide practical training to improve team performance. - Build a culture of ownership, collaboration, and continuous improvement. - Support recruitment, onboarding, workforce planning, and scheduling to maintain appropriate service coverage. Customer Service Operations - Oversee customer interactions across telephone, email, live chat, and other digital communication channels. - Ensure consistent, accurate, and timely responses to policyholders, claimants, brokers, and insurance partners. - Monitor service levels, response times, call handling, case resolution, and customer satisfaction. - Manage escalated customer inquiries, complex claims-related questions, and service complaints. - Ensure customers receive clear explanations of claims processes, documentation requirements, coverage decisions, and next steps. - Coordinate closely with Claims Adjusters, Medical Assistance, Operations, and other departments to resolve customer issues. - Identify recurring customer complaints, service failures, and operational bottlenecks, and implement corrective actions. - Ensure appropriate documentation, case ownership, and follow-up across all customer interactions. Technology & Process Management - Take ownership of the effective use of customer service technology, including telephone systems, shared inboxes, live chat, claims management platforms, and reporting tools. - Manage and optimize workflows across platforms. - Ensure team members are proficient in the technology required to perform their roles. - Identify opportunities to improve automation, routing, case management, and operational efficiency. - Work closely with IT, Product, and Engineering teams to troubleshoot issues, implement improvements, and support new technology. - Help develop and implement AI-assisted tools that improve customer communication, quality assurance, and operational performance. - Ensure customer records, interaction histories, and claims information are accurately maintained across systems. - Develop clear standard operating procedures, training materials, and knowledge resources. Quality Assurance & Performance - Establish and maintain a structured quality assurance program covering telephone calls, emails, and chat interactions. - Regularly review customer communications for accuracy, professionalism, empathy, and compliance with internal standards. - Monitor key performance indicators, including response times, service levels, first-contact resolution, quality scores, productivity, and customer satisfaction. - Provide meaningful reporting and recommendations to senior management. - Ensure customer service representatives understand the limits of their authority and escalate claims decisions appropriately. - Identify performance issues early and implement measurable improvement plans. - Maintain consistency in customer service standards across different teams, shifts, and geographic locations. what we're looking for: - 5+ years of experience in insurance customer service, claims operations, or a related financial services environment. - 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 managing CRM, contact center, ticketing, and claims management platforms. - Ability to interpret operational data, identify trends, and translate findings into measurable improvements. - Proven experience developing training programs, coaching employees, and managing team performance. - Excellent written and verbal communication skills, including the ability to explain complex insurance matters clearly. - Confidence handling escalations, difficult conversations, and sensitive customer situations. - Strong organizational skills, attention to detail, and the ability to manage competing priorities. - Sound judgment, independent decision-making, and a practical approach to problem-solving. - Comfortable managing geographically distributed teams in a fast-paced, technology-driven environment. what makes you successful: - You're a credible leader who earns the respect of your team through knowledge, consistency, and accountability. - You understand that great customer service requires both empathy and operational discipline. - You're comfortable with technology and can confidently introduce new tools, improve existing workflows, and help others adapt. - You don't wait for problems to escalate — you identify them early and take action. - You can balance customer expectations with policy requirements, operational realities, and business priorities. - You know how to turn performance data into practical improvements. - You're comfortable making decisions independently while knowing when to escalate. - You lead by example and are willing to step into customer interactions when the situation requires it. why join us: - We're building something different in travel insurance and assistance. You'll have the opportunity to shape how our Claims Customer Service team operates, introduce better technology, develop our people, and directly influence the experience we deliver to travelers worldwide. - This is a remote position with a global team. Flexibility, collaboration, and accountability are essential. Travel emergencies don't follow a 9-to-5 schedule, and neither does our commitment to helping customers.