Job Description

Customer Service Manager

We are seeking an experienced and dedicated Customer Service Manager to lead and elevate our customer support operations. The ideal candidate will have a proven track record of 10+ years in customer service and a minimum of 5 years in a management role. This person will be responsible for optimizing the customer experience, mentoring a team of service professionals, and developing strategies to ensure exceptional service delivery across all channels.

Primary Duties & Responsibilities:

• Lead, mentor, and manage the Customer Service team to achieve high performance and customer satisfaction.
• Develop and implement service procedures, policies, and standards.
• Monitor and analyze service metrics to drive process improvement and operational efficiency.
• Handle complex or escalated customer inquiries or issues, ensuring timely resolution.
• Collaborate cross-functionally with internal teams (e.g., Operations, Sales, Product) to resolve issues and improve the customer journey.
• Conduct regular coaching, training, and performance evaluations to support team growth and development.
• Manage service-related projects and initiatives, including system/process upgrades or new technology implementation.
• Prepare and present reports on team performance, customer feedback, and key service KPIs to leadership.
• Foster a customer-centric culture rooted in empathy, accountability, and excellence.

Qualifications & Requirements:

• 10+ years of experience in customer service, with at least 5 years in a management role.
• Strong leadership and team development skills.
• Excellent communication, problem-solving, and interpersonal abilities.
• Data-driven with the ability to interpret reports and apply findings to drive results.
• Demonstrated ability to manage change, implement process improvements, and drive team engagement.

Preferred Qualifications:

• Experience in benefits administration.
• Familiarity with CRM and ticketing systems.
• Proven success in managing remote or hybrid teams.

Risk Strategies is the 9th largest privately held U.S. brokerage firm offering comprehensive risk management advice, insurance and reinsurance placement for property & casualty, employee benefits, private client services, as well as consulting services and financial & wealth solutions. With more than 30 specialty practices, Risk Strategies serves commercial companies, nonprofits, public entities, and individuals, and has access to all major insurance markets. Risk Strategies is an Accession Risk Management Group company, with over 200 offices and more than 5,000 employees across the U.S. and Canada.

Our industry recognition includes being named a Great Place to Work, Best Places to Work in Insurance, and on the Inc. 5000 list as one of America's Fastest Growing Private Companies. We are committed to being good stewards for our company, culture, and communities by having a strong focus on Environmental, Social, and Governance issues.

Risk Strategies is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

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