About Acrisure
A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services – and more.
In the last twelve years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Acrisure was built on entrepreneurial spirit. Prioritizing leadership, accountability, and collaboration, we equip our teams to work at the highest levels possible.
Overview
The Customer Care Team Lead oversees the daily operations of the Customer Care Team. This role ensures clients receive timely, accurate, and compliant support across all departments. The Team Lead acts as a mentor, problem-solver, and quality champion, driving both customer satisfaction and operational efficiency.
Key Responsibilities
· Supervise, coach, and develop customer care representatives to meet performance, quality, and compliance standards.
· Serve as the primary escalation point for complex client inquiries, policy questions, and service issues.
· Monitor daily workflow, call queues, and service levels to ensure timely response and resolution.
· Review and audit customer interactions for accuracy, professionalism, and adherence to regulatory requirements.
· Collaborate with account managers, brokers, and underwriting partners to resolve client concerns and support policy servicing.
· Train new team members on systems, procedures, product knowledge, and customer service best practices.
· Analyze service trends and provide recommendations to improve processes, reduce errors, and enhance the customer experience.
· Prepare performance reports and deliver feedback to team members and management.
· Ensure compliance with insurance regulations, data privacy standards, and internal policies.
· Support change management initiatives, system updates, and new product rollouts.
Qualifications
· Experience in customer service within an insurance brokerage or related financial services environment.
· Strong understanding of insurance terminology, policy servicing, and regulatory requirements.
· Proven leadership experience, ideally in a team lead or supervisory role.
· Excellent communication, coaching, and conflict-resolution skills.
· Ability to manage multiple priorities in a fast-paced, compliance-driven environment.
· Proficiency with CRM systems, agency management platforms, and standard office software.
· Strong analytical skills with the ability to interpret data and identify improvement opportunities.
Preferred Attributes
· Insurance licenses (e.g., P&C) or willingness to obtain them.
· Experience with process improvement methodologies.
· A customer-centric mindset with a focus on accuracy, empathy, and professionalism.
Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.
Why Join Us:
At Acrisure, we’re building more than a business, we’re building a community where people can grow, thrive, and make an impact. Our benefits are designed to support every dimension of your life, from your health and finances to your family and future.
Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York.
Employee Benefits
We also offer our employees a comprehensive suite of benefits and perks, including:
Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.
Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.
Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.
Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.
… and so much more!
This list is not exhaustive of all available benefits. Eligibility and waiting periods may apply to certain offerings. Benefits may vary based on subsidiary entity and geographic location.
Acrisure is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status. Applicants may request reasonable accommodation by contacting leaves@acrisure.com.
Final candidates will be required to complete post-offer verification processes related to the role and in accordance with applicable laws.
California Residents: Learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy.
Recruitment Fraud: Please visit here to learn more about our Recruitment Fraud Notice.
Welcome, your new opportunity awaits you.