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Customer Solutions Center - Service Manager

Boston, MABoston Customer Solutions CenterPermanent (Full-Time)Boston Customer Solutions Center

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Simply Business is more than our name. It's how we approach insurance: Make it clear. Make it simple. Make it affordable. By combining exceptional talent, technology, data, and knowledge, Simply Business is the go-to online insurance brokerage that protects small businesses and the entrepreneurs who work hard to build them. 

We want team members who have the drive to challenge boundaries. If you’re smart and passionate about delivering brilliant customer experiences, we’d love to hear from you.

As a Customer Solutions Service Manager, you will be responsible for service performance and quality, and for ensuring we have the right culture to deliver the best customer experience while providing the support, guidance, training and career paths to recruit, retain and motivate our staff.

As a Customer Solutions Center Service Manager, you will:

  • Implement performance management strategies to drive increased productivity and quality in an environment of trust and empowerment
  • Lead the team to achieve individual and department-wide productivity and service level metrics
  • Lead, coach, and develop a team of service supervisors to increase engagement, productivity, adherence, customer experience, and quality
  • Coordinate and lead day-to-day actions and priorities across the service teams
  • Act as a point of escalation for customer issues and other challenges
  • Prepare, deliver, and act upon service performance reports and forecasts
  • Analyze performance, process and knowledge gaps across the team and propose actions to drive results
  • Actively enhance the team through talent management strategies, including recruiting, hiring and creating employee development plans
  • Maintain a fun, positive work environment and increase connection across the team through team events, recognition programs, and other initiatives

What we are looking for:

  • At least 3+ years experience leading a team of service supervisors in a call center environment, or equivalent experience leading teams in a metrics-driven service environment
  • Proven track record of increasing service team productivity, accuracy, customer experience and service levels
  • An ability to quickly deconstruct challenges, then prioritize next steps to tackle them
  • Excellent communication, collaboration, and coordination skills
  • Experience working in a highly regulated environment
  • Experience developing a customer-centric culture that delivers results for customers, employees and the business
  • Experience leading remote and hybrid teams preferred
  • The ability to challenge us! We want people who can come in and shape the future of this business and not be afraid to raise questions and help us improve
What are the benefits?

Here are some of the great benefits and perks that come from being a Simply Business employee:
• A salary that reflects your experience, our pay policy, and the market we’re in from your first day
• Group plan for medical, dental, vision, and prescription drug coverage
• Short term disability, long term disability, and life insurance coverage
• Participation in the Company’s bonus program
• Participation in 401(k) plan with a 3% employer match
• Commuter benefits to help cut down on parking and public transit costs
• 25 days of vacation time plus 10 sick days and 10 company holidays
• Annual company trip, regular outings, and volunteer opportunities 
• An awesome WeWork office with cold brew coffee and other beverages on tap, local pop-up events, and more 

Simply Business is an equal opportunity employer. We're committed to welcoming and helping to grow employees within an inclusive & diverse culture. And that commitment starts with our interview process. 

Once you apply, your info will be reviewed in a committee with employees from different levels, teams, and experiences. We pride ourselves on fostering a sense of community, which is only made stronger by each individual at SB, so you'll have the opportunity to meet a variety of people throughout the process. Get excited!

Want more info on working at Simply Business? Check out our careers page: https://www.simplybusiness.com/careers/ 

What's going on with work from home and return to the office?

More and more, people are talking about going back to the workplace and the new normal. At Simply Business, we’re thinking of it as a Better Normal. That means offering our SBers more choice and greater flexibility to work in a way that’s best for their particular job, their teams, and their lives.

We’re shifting to a hybrid working model, so we’ll have employees working virtually and in the office at any given time.

We’re also aware there are times when working together in person is the best way to get things done. We expect our SBers to connect in their hubs (that’s what we call our offices) most likely once every few weeks. That said, there’s no one-size-fits-all solution, so we expect all SBers and their teams will find the operating rhythm that works best for them.

If you’re wondering what it might be like for you at Simply Business, our Talent Acquisition is happy to answer any questions. In fact for them, it’s perfectly normal.

Most of our interviews will still take place over Zoom (however, depending on the role, there may be the opportunity/expectation to meet members of the team in-person).  If it looks like you could be a good fit for the role, we’ll ask you to interview on Zoom – you’ll need WiFi and a laptop, or a 4G-enabled smartphone. If you don’t have access to either of these, or you need support with your application, get in touch with us at [email protected] Similarly, please email us with any questions or if you want to pause your application for a bit – we’ll be happy to keep you updated on future opportunities like the one above.
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© Copyright 2022 Simply Business. All Rights Reserved. Simply Business is a trading name of Xbridge Limited which is authorised and regulated by the Financial Conduct Authority (Financial Services Registration No: 313348). Xbridge Limited (No: 3967717) has its registered office at 6th Floor, 99 Gresham Street, London, EC2V 7NG.