Service Team Manager

Location: Rochester, NY (hybrid)

ERGO NEXT’s mission is to help entrepreneurs thrive. We’re doing that by building the only technology-led, full-stack provider of small business insurance in the industry, taking on the entire value chain and transforming the customer experience.

The Service Team Manager supports NEXT Insurance’s vision by leading a high-performing, customer-focused Service team and ensuring excellence across the full customer policy lifecycle. This role is responsible for daily team performance, SLA attainment, and fostering a positive, accountable culture where Specialists are empowered to deliver exceptional service. They maintain deep knowledge of our insurance products and support escalations to ensure timely and effective resolution.

In partnership with the Service Department Manager and cross-functional teams, the Service Team Manager identifies opportunities to improve processes, reduce friction, and enhance the overall customer experience. They are forward-thinking in leveraging technology, automation, and AI-driven tools to improve operational efficiency, team productivity, and service delivery in the SMB insurance space.

What you'll do:

• Report to and support the Service Department Manager in daily operations, contributing ideas for process improvements and technology enhancements.
• Directly manage an assigned team of Specialists and collaborate cross-functionally with other teams and leadership to improve service delivery across the policy lifecycle.
• Monitor phone, chat, Slack, and ticket queues in real-time, leveraging data and technology tools to make necessary adjustments to achieve daily goals. This includes developing tactics, tracking Specialist development through 1:1 meetings, individual development plans, and performance management.
• Conduct regular team meetings to communicate team goals, performance updates, upcoming events/training, product updates, process enhancements, and overall company direction.
• Answer Specialist questions, assist with complex problems, and ensure work complies with quality standards and guidelines, while identifying opportunities for automation, AI support, and skills enhancement.
• Create and maintain a culture of teamwork and collaboration, fostering growth and removing obstacles to enable Specialists to focus on delivering exceptional customer service through efficient, tech-enabled workflows.
• Provide quality customer service by interacting with customers, addressing inquiries, and effectively handling escalations, while capturing insights to inform cross-functional improvements and smarter operational solutions.

What we need:

• Demonstrates strong customer focus and service leadership skills.
• Communicates clearly and effectively, both verbally and in writing.
• Is results-driven with strong organizational and prioritization skills.
• Proactively identifies problems and recommends process improvements.
• Thinks strategically about service impact across the policy lifecycle.
• Is comfortable leveraging technology, automation, and AI to enhance operations.
• Possesses strong industry and product knowledge.
• Holds an active P&C license and relevant experience in insurance and customer service.