Customer Service Supervisor - Veterinary & Association Programs (Veterinary-Focused)

This role has an anticipated start date of February 2026.

Your Impact: 

• Supervise, train, coach, and provide leadership and guidance to the customer service team. 
• Review and approve time-off requests and bi-weekly timecards. 
• Establish, monitor, and support performance goals, individual development plans, and career growth opportunities.  
• Lead meaningful performance development activities that align with each team member’s motivating factors.  
• Monitor and report on activity, production output, and service levels.  
• Ensure monthly adherence to Service Level Agreements (SLAs) and key performance metrics.  
• Review survey and feedback responses and take appropriate follow-up actions, which may include contacting members, updating training materials, or conducting interactive coaching.  
• Oversee operational activities of the team and recommend process improvements to increase efficiency and customer satisfaction. 
• Partner with Workforce Management to manage forecasting, scheduling, and coverage to ensure optimal service delivery.  
• Conduct quality assurance (QA) reviews, participate in calibration sessions, and provide documented coaching to improve agent performance and consistency.  
• Analyze contact data to identify root causes of repeat or misrouted calls, recommend workflow improvements, and coordinate implementation with stakeholders.  
• Collaborate with IT, product, and telephony teams to optimize Five9 call flows, routing, and automations that improve efficiency and the customer experience.  
• Serve as an operational liaison for new technology releases, system enhancements, and process changes — assist with UAT, agent training, and post-implementation reviews.  
• Ensure ongoing HIPAA compliance and take proactive steps to protect Protected Health Information (PHI).  
• Promote employee engagement and wellness through recognition, meaningful 1:1s, and effective communication — especially within virtual or hybrid teams. 

Successful Candidates Will Have: 

• Bachelor’s degree in Business Management, Administration, or a related field. 
• Five or more years of insurance industry experience, preferably in a customer service environment. 
• Prior supervisory or team lead experience . 
• Life & Health insurance license or the ability to obtain within 60 days of hire. 
• Candidates with exposure to the veterinary space—such as veterinary assistants, vet techs, or similar roles—are a plus.
• Familiarity with veterinary workflows or member interactions in animal health is beneficial but not required.

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.