Customer Support Supervisor

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Security First Managers, LLC is an equal opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, citizenship status, national origin, ancestry, gender, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any other factor protected by law. Security First Managers, LLC complies with all applicable laws regarding non-discrimination and equal opportunity employment.

The Customer Support Supervisor will lead and develop a high-performing team, oversee daily operations, ensure customer service goals are met, handle escalations, and manage payroll. This role requires strong leadership skills, the ability to motivate a diverse team, and a focus on continuous improvement.

• Lead and mentor customer support specialists to meet performance goals.
• Monitor team performance and ensure quality standards are met.
• Manage employee schedules and adherence to optimize efficiency.
• Handle escalations, collaborate with cross-functional teams, and resolve issues.
• Oversee team training, timekeeping, and payroll management.

• High School Diploma or GED
• Two (2) years’ experience in a contact center or customer service supervisory role
• OR an equivalent combination of education, certification, training, and/or experience

• May be required to possess a valid state of Florida driver’s license
• Florida property & casualty (P&C) 220 license or ability to obtain within 1 year of employment
• Insurance industry designations or trade certifications as required

• Bachelor’s degree in a related field
• Three (3) years of industry experience in property & casualty (P&C) underwriting or claims or financial services industry
• Prior experience with coaching and training team members
• Bilingual (Spanish / English)