Customer Service Team Lead

WHO WE ARE

At Orion
180, we don’t just stand out for what we do - we shine because of how we do it. By integrating cutting‑edge, proprietary technology, innovative solutions, and compassion for serving our customers, we are redefining the insurance experience. Our vision is to be the global premier provider of insurance solutions. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products.

Orion
180 is proud to call two vibrant cities home. Our headquarters on Florida’s stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Irving, Texas location places us in a dynamic center of culture, business, and entertainment, keeping us deeply connected to innovation and growth.

The Customer Service (CS) Team is a key part of Orion
180's great insurance experience because they help policyholders, agents, and partners with accuracy, professionalism, and care. This group handles customer questions, policy service requests, and customer education across a number of channels to make sure that problems are solved quickly and effectively. As the Customer Service Team Lead, you will be in charge of the team's daily work, training and coaching team members, and keeping an eye on performance metrics to make sure service is always top‑notch.

You will continue to work directly with customers, in addition to providing leadership and mentorship. This will make sure that every interaction shows Orion
180's dedication to innovation, empathy, and world‑class support.

• Supervise, mentor, and support a team of Customer Service Representatives and Operations Assistants.
• Monitor daily performance, provide real‑time feedback, and conduct regular 1:1 meetings.
• Assist with onboarding and training new team members and act as a point of escalation for complex issues.
• Foster a high‑performance, service‑oriented team culture that reflects Orion
  180’s mission and values.
• Promote professionalism, collaboration, and accountability within the Customer Experience team.

• Lead by example by continuing to perform “hands‑on” customer service functions.
• Ensure all communications—via phone, chat, or email—reflect Orion
  180’s gold‑standard service.
• Provide expert assistance to residential policyholders, agents, and producers with professionalism and empathy.
• Utilize strong de‑escalation skills to resolve customer concerns efficiently and effectively.
• Support and empower agents and policyholders while maintaining accuracy and compliance with company standards.

• Track, analyze, and report weekly performance metrics and team productivity.
• Identify and implement process improvements to enhance customer experience and operational efficiency.
• Conduct random audits of calls and workflows to ensure quality and compliance.
• Collaborate with leadership to develop new tools, manuals, and procedures to exceed departmental goals.
• Recommend training opportunities, performance recognition, and, when needed, disciplinary actions per company policies.

• Education: High school diploma or GED required; must be at least 18 years old.
• Experience: Minimum of 2 years in customer service (phone or in‑person). Prior supervisory or team lead experience strongly preferred.
• Licensing: Property & Casualty Producer License (General and Surplus Lines) preferred or ability to obtain within 30 days.

• Excellent communication, coaching, and problem‑solving skills.
• Strong attention to detail and ability to multitask in a fast‑paced environment.
• Skilled in Excel (for scorecards and reports) and other Microsoft Office tools.
• Familiarity with customer service databases and CRM systems.
• Ability to hire, coach, and train employees while motivating them to exceed performance metrics and KPIs.
• Professional demeanor with a strong sense of ownership and accountability.
• Passion for innovation, teamwork, and continuous learning.

• Regularly required to sit, stand, and walk, including the use of stairs.
• Ability to communicate with others, lift light objects (