Your Impact.  

We Insure is a fast-paced environment and we value leaders who can thrive in ambiguity and roll up their sleeves. We are seeking an Insurance Support Supervisor to lead and support our Agent Hotline Representatives within our P&C insurance business. This role requires hands on leadership, floor visibility, proactive engagement, and consistent coaching and feedback.  

You will guide the team in delivering high-quality support to policyholders, producers, lenders, and other stakeholders in a fast- paced contact center environment. 

Key Responsibilities. 

• Lead, coach, and inspire a team of Customer Experience Specialists to deliver outstanding service and build strong customer relationships. 

• Be the go to problem solver for escalated issues and complex inquiries, your calm in the storm makes all the difference. 

• Monitor and manage key call center metrics such as call quality, handle time, availability, and task completion to ensure team performance. 

• Drive results by setting goals, tracking performance, and helping your team hit new heights. 

• Keep communication flowing internally and externally—because great service starts with being on the same page. 

• Organize and orchestrate the day to day, including resource allocation, evaluations, and productivity tracking. 

• Maintain accurate records, monitor attendance, and ensure compliance with departmental policies and procedures. 

• Serve as a change management leader, guiding your team through process updates and organizational shifts with adaptability, professionalism, and a solutions-focused approach. 

• Deliver timely and thoughtful feedback and coaching through weekly one on ones, real-time check-ins, and performance reviews. 

• Roll up your sleeves during high call volume to support your team and lead by example. 

Your Experience.  

• Strong understanding of contact center KPIs and a proven ability to improve performance. 

• Demonstrated hands on leadership, including motivating, mentoring, and developing teams 

• Effective multitasking, problem solving, and clear communication in a fast-paced environment.  

• High attention to detail with a strong commitment to accuracy and quality. 

• Reliable, professional, and consistent in follow through. 

• Proficient in Microsoft 365 and able to work independently or in a hybrid team environment. 

• Strong ethical judgment and a customer-focused mindset. 

• Must hold an active Texas Property and Casualty (P&C) license, and be prepared to obtain additional state licenses, including Florida. 

Additional Experience. 

• Skilled at leading effective team stand ups and monthly meetings that keep the team aligned and engaged. 

• Strong ability to identify coaching opportunities and elevate individual performance. 

• Comfortable rolling up your sleeves to review reports, conduct audits, and drive operational improvements. 

Your Experience.

• 3+ years of contact center supervisory experience and P&C insurance experience required.  

• Must hold an active Texas Property and Casualty (P&C) license, and be prepared to obtain additional state licenses, including Florida. 

• Education, high school diploma or equivalent required, bachelor’s degree preferred. 

• Experience working across multiple insurance carriers and insurance software or platforms is preferred. 

• Demonstrated ability to deliver hands on training, coaching, and mentoring, with a strong willingness to step in and support the team wherever needed. 

Where You’ll Work.

• Full time onsite in our Austin office, with dedicated parking and full access to onsite perks. 

• Work performed in a professional office environment with access to collaborative spaces. 

• Primarily computer and desk based, with regular movement throughout the office to support team needs. 

• Ability to lift up to 15 lbs and remain on your feet for short periods when required. 

Travel and Safety: 

• Minimal travel (0–10%), so you can keep your roots firmly planted.