Company Overview

FOCUS provides cloud-based, core administration solutions (FOCUS Tech) and services (FOCUS Insurance Services) for P&C insurance companies and MGAs. Using decades of industry experience, FOCUS is taking the risk out of insurtech for small, mid-size, and growth-focused insurance organizations.

When you join FOCUS, you immediately become one of our most valued components – and we’re committed to investing in you. That means you can look beyond the paycheck and excellent benefits to an environment that will help you grow and achieve your professional goals through development and advancement opportunities and the support of our outstanding leaders and teammates.

Job Summary: The Supervisor, Client Experience is a front-line leader responsible for managing and supporting a team of Customer Service Representative and Underwriters. This role emphasizes team development, and coaching with a strong emphasis on underwriting, risk evaluation and execution accuracy, ensuring all service and underwriting activities align with carrier guidelines, regulatory requirements, and quality standards.

 The Supervisor is responsible for overseeing the day-to-day operations of the contact center team, ensuring all service level agreements (SLAs) are consistently met and that customer interactions reflect the highest standards of professionalism and efficiency. This role monitors team performance in real time, provides coaching and feedback to agents, and ensures all workflows and customer-facing processes align with client-defined parameters.  The Supervisor also oversees daily workflows, provides hands-on guidance, monitors productivity, and fosters a collaborative, accountable, and engaged team environment.

In addition to team leadership, the Supervisor plays a critical role in maintaining underwriting integrity and service excellence and supporting staff with complex inquiries, resolving escalations, and maintaining service standards.

Duties/Responsibilities:

Team Supervision, Leadership & Workflow Management (50%)

• Lead, coach, and develop a team of client experience specialists and underwriters, reinforcing strong underwriting discipline, risk selection, and documentation standards.
• Oversee daily workflow, assign tasks, and monitor progress to ensure all work is completed accurately and on time.
• Monitor individual and team performance against KPIs, including call and task service levels, quality scores, audit results, productivity, and turnaround times.
• Provide hands-on coaching, mentorship, and training to enhance team skills, engagement, and overall performance.

Client Support and Issue Resolution (30%)

• Serve as an escalation point for complex client inquiries or complaints.
• Review and guide resolution of complex risks to ensure alignment with carrier underwriting appetite and compliance requirements.
• Implement and monitor quality assurance measures to ensure client satisfaction.

Process Improvement and Reporting (10%)

• Analyze performance data, client feedback, and workflow efficiency to recommend and implement process improvements.
• Generate reports to track team service level adherence, productivity, service quality, and compliance.
• Identify gaps in workflow, implement process improvements, and ensure adherence to departmental standards.

Collaboration and Cross-Functional Support (10%)

• Partner with other departments to develop initiatives and strategies to align client experience goals with company objectives.
• Assist in the implementation of new tools, systems, or policies to streamline client experience efforts.

Education and/or Experience:

• Bachelor’s degree in business administration, communications, or a related field required. Advanced certifications in customer service or client experience management are a plus.
• Minimum of 3–5 years of experience supervising or leading a team in a customer service, underwriting, or insurance operations environment. Proven experience managing remote teams or virtual workflows is highly preferred.
• Demonstrated ability to monitor team performance, analyze productivity metrics, and implement process improvements.
• Strong knowledge and proficiency in Microsoft Office Suite, including Excel, Word, Outlook, Teams, and PowerBI for reporting, data analysis, communication, and collaboration.
• Experience with task management systems, CRM platforms, or similar operational tools is preferred. Ability to troubleshoot workflow or system issues and provide guidance to team members on technology use.

Knowledge, Skills, and Abilities:

• Ability to supervise, coach, and develop team members in a remote environment. Experience providing constructive feedback, conducting performance reviews, and supporting professional growth.
• Strong conflict resolution and problem-solving skills to manage escalations and team challenges effectively.
• Knowledge of departmental workflows, policies, and procedures, including underwriting, customer service, or claims processes. Understanding of productivity metrics, quality standards, and performance dashboards.
• Ability to monitor and enforce compliance with internal procedures, company policies, and regulatory requirements.
• Excellent verbal and written communication skills for coaching, team meetings, and interacting with agents, clients, and leadership. Strong interpersonal skills to maintain positive relationships with internal teams and external stakeholders.
• Ability to de-escalate difficult situations and resolve conflicts professionally.
• Ability to analyze performance data, identify trends, and implement process improvements. Strong organizational skills to manage multiple priorities, monitor team workflow, and ensure timely completion of tasks.
• Self-motivated, disciplined, and able to maintain productivity without direct supervision. Ability to manage a remote team effectively, providing guidance, support, and accountability. Skilled in coordinating virtual meetings, tracking remote performance, and fostering a collaborative team environment.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Requirements: While performing the duties of this job, the employee is frequently required to stand; walk; talk and hear over the telephone; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.

Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Why join the FOCUS Team?  

The FOCUS Difference:

• Medical, Dental, Vision, Life, Pet; Flexible Spending Account

• Competitive Salaries

• 401K Match  

• Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave

• Short and Long-Term Disability

• Employee Support Programs, Including Mental Health

• Tuition Reimbursement  

• Matching Charitable Gift Program

• Lucrative Referral Program

• Commuter Benefits

• Flexibility: Remote and Hybrid Opportunities Available

This position is not able to be performed in California, Colorado, New York or Washington. 

 EEO

Team Focus Insurance Group is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.

Disability

Team Focus Insurance Group is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please contact our HR department at [email protected]. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.

Note to applicant: It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. Please know that our company does not use lie detector tests in our hiring process.