Customer Experience Supervisor

Integrated Specialty Coverages, LLC (ISC) is a growth stage technology and data-driven commercial MGA and insurance wholesaler leading innovation in the market.  

Backed by one of the leading private equity firms, Onex Partners, and led by a forward-thinking management team, ISC is combining the worlds of insurance and technology to create an Insurtech powerhouse. As a leading online distributor of insurance products for a range of industries and “Main Street USA”, we are looking for the right people to help us in our mission of achieving exponential growth. We strive to be the number one place to go for brokers and agents to source insurance. To accomplish this, we’re building a digitally focused team that deeply understands the intersection between user experience, data, and AI/ML to optimize the way we engage with our customers and partners.

The Customer Excellence Supervisor is a player-coach who leads a team of 4–6 Specialists supporting brokers, insureds, and carriers across ISC’s insurance operations. This role balances a personal workload with real-time queue ownership, AI-assisted coaching, and day-to-day people leadership — ensuring the team delivers consistently high service levels, quality, and compliance. The Supervisor partners closely with the Manager on performance management, hiring, and training, and serves as the first point of escalation for interactions that exceed Specialist authority.

• →Player-coach for insurance, applying deep insurance knowledge to your own work and your coaching of Specialists
• →Carry a personal ticket load to stay current on workflows, system changes, and customer pain points
• →Coach 4–6 Specialists using AI QA outputs — review flagged interactions, deliver weekly 1:1 feedback, and document coaching plans
• →Own real-time queue and WFM adherence for the shift: monitor service levels, redirect staffing, and manage intraday escalations
• →Handle escalations and de-escalations that exceed Specialist authority
• →Run team huddles, deliver process and product updates, and reinforce compliance and quality standards
• →Partner with Manager on performance improvement plans
• →Identify training gaps and partner with Manager and Training on implementation and reinforcement
• →Support hiring — interview candidates and onboard new hires within the team

• 3+ years P&C insurance experience
• 4+ years’ experience in a contact center, customer support, or insurance operations environment
• 1+ year in a lead, senior specialist, or supervisory capacity
• Demonstrated knowledge of priority KPIs for a service center
• Demonstrated ability to coach to QA results and manage real-time queue and adherence
• Experience with a ticket management system (Zendesk, ServiceNow, Intercom, or Salesforce)
• Strong communication, conflict resolution, and de-escalation skills
• Commitment to dependability of attendance and adherence to work schedule
• High School Diploma or equivalent experience required
• Dedicated, private room with a door for work use; minimum internet speeds of 25 Mbps download / 10 Mbps upload with a hardwired (ethernet) connection strongly preferred

• P&C insurance MGA, retail, or brokerage experience
• Designation such as P&C License, AINS, AU, APA, CIPA, or CIPTA
• Bachelor’s degree
• Prior supervisory or lead experience in a contact-center / support environment
• Hands-on experience with a WFM platform (e.g., NICE, Verint, Calabrio, Playvox WFM) and an AI QA tool (e.g., Playvox, MaestroQA, Level AI, Observe.AI)