Claims Customer Service Manager
Core
Lead and develop customer service operations for a global travel insurance and assistance environment, ensuring accurate and timely support for travelers, policyholders, and partners across multiple channels.
Role type
Senior IC customer service operations manager (insurance/claims)
Builds
Customer service operations, service standards, and workflows for travel insurance and medical assistance
Domain
Insurance / Travel / Customer Service
Required skills
Team leadership and development, multichannel customer service management, claims operations knowledge, CRM and contact center platform proficiency, operational data analysis, quality assurance, process improvement, training program design, cross-functional collaboration
Preferred skills
Travel insurance and medical assistance experience, AI tool implementation experience
Technologies
CRM, contact center systems, ticketing platforms, claims management platforms, reporting solutions
Responsibilities
Lead and develop the Claims Customer Service team including recruitment, onboarding, and performance reviews; Manage customer interactions across telephone, email, and live chat; Oversee escalations and complex claims-related inquiries; Collaborate with claims adjusters and medical assistance teams; Optimize workflows and automation; Establish and maintain quality assurance processes; Provide performance insights and implement improvement plans; Ensure documentation and compliance with claims information.
Seniority
Senior, hands-on IC
