Customer Service Team Lead - Life & Health (Veterinary-Focused)

Team Lead For Life & Health

The Team Lead for Life & Health supports the daily operations and performance of the Affinity Customer Service Representative (CSR) team. This position provides guidance, coaching, and subject matter expertise to ensure the delivery of excellent customer service, efficient workflows, and adherence to service level agreements (SLAs). The Team Lead serves as the first point of contact for escalations, assists with training and quality assurance, and supports operational initiatives that align with organizational strategic goals. Collaboration, teamwork, and proactive communication are essential to success in this role.

Your Impact :

• Support and guide the CSR team in daily operations to ensure service excellence and productivity goals are met.
• Monitor key performance indicators (KPIs) and SLAs to ensure client and departmental objectives are achieved.
• Review call activity and task performance; provide timely coaching and feedback to promote accuracy, consistency, and quality.
• Conduct quality monitoring and participate in calibration sessions with leadership to maintain alignment across the team.
• Research and resolve escalated customer inquiries or service issues; identify root causes and recommend improvements.
• Support onboarding, ongoing training, and cross-training of CSR team members.
• Partner with Workforce Management to monitor queues, manage scheduling adherence, and balance staffing needs.
• Oversee team time-off requests to ensure proper staffing coverage and verbally approve or deny based on business needs. (Note : Team Leads do not have Workday approval authority for timecards.)
• Assist with performance development by leading regular one-on-one sessions to review results and identify opportunities for growth.
• Maintain a strong working knowledge of Five9 and other systems; provide user support and identify process or system improvement opportunities.
• Collaborate with IT, product, and business stakeholders on system enhancements, testing, and process improvements.
• Prepare or assist with reports and data analysis to identify trends or opportunities for improvement.
• Perform Customer Service Representative duties, including inbound and outbound calls, as needed, to support service levels and business continuity.
• Promote collaboration, communication, and teamwork across the department to ensure operational alignment and shared success.
• Foster a positive, inclusive, and supportive environment that encourages open communication, cooperation, and professional growth.
• Serve as a working lead for the Customer Service Representative team with responsibility for coordinating work, providing guidance, and assisting in performance development.
• Supports the Customer Service Supervisor and Manager by maintaining daily operational awareness, addressing escalations, and ensuring alignment with service and quality objectives.

Successful Candidates Will Have :

One80 Intermediaries is a privately held firm with offices throughout the US and Canada. As a leading insurance wholesaler and program manager, One80 offers placement services and binding authority for property and casualty, life, travel / accident and health, affinity and administrative services, and warranty business. In 2024, One80 Intermediaries was ranked the 14th largest broker in the U.S. by Business Insurance. In 2025, One80 Intermediaries earned the Great Place To Work Certification for the second consecutive year.

Pay Range : $21.35 - $21.35 Hourly

The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and / or budget for this role. One80 Intermediaries 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.