Zensurance is hiring a
Team Lead, Accounts Customer Experience, Remote - Canada

Summary

The job is for a Team Lead in the Accounts Customer Experience Team at Zensurance, a fast-growing InsurTech company. The role involves mentoring and coaching a team of brokers, managing performance, implementing best practices, and handling escalations. Remote work is available, and benefits include comprehensive health insurance, flexible hours, parental leave top-up, and opportunities for professional development.

Requirements

RIBO license required, over 3 years of broking experience, at least one year of people management or mentorship experience, persistence and agility to meet set targets consistently, ability to communicate effectively with multiple stakeholders, attention to detail and demonstrated flexibility in managing multiple clients at a time

Responsibilities

• Leadership: Continue learning, inspire others to learn, mentor and coach team members, manage and drive performance, conduct team meetings, perform one-on-one meetings with direct reports, actively shadow team members and coach them, assist in onboarding and training of new talent
• Operations: Prepare and follow up on progress trackers for direct reports, implement best practices for retaining policies during cancellations, create and train brokers on best practices to encourage clients cancelling their policies to return to Zensurance, work closely with leads to ensure service, business process and operations are consistent with quality standards, manage and oversee escalations with integrity and direction to the client, host and support internal audit preparation, process and follow up, manage and distribute Zen website inquiries and triage support emails and general voicemail inbox that is not assigned

Preferred Qualifications

CAIB/CIP would be an asset, experience working in a call center would be an asset

Benefits

Opportunity to work for Canada’s fastest-growing #insurtech scale-up, primarily remote work environment available to everyone, laptop, extra monitor and main accessories provided, extra home office and supplies allowance to help with work-from-home set up, comprehensive and flexible health and dental plans to suit all lifestyles, including mental health, Health/Personal Spending Accounts to subsidize your healthy habits and purchases, Parental Leave Top Up, Weekly Friday companywide huddles for casual catch-ups with other departments, Build next-level relationships with your peers through scheduled companywide virtual and in-person team-building events, Be a part of something special. We are confident you won’t find any other insurance company like us :)