Claims Customer Service Manager

about us:

battleface is building a humanity-focused travel insurance company to bring people and the world together. For too long, travel insurance has centered on the company and not the traveler. We're changing that by connecting people with customized coverage at the right price, exactly when and where they need it.

Our global assistance arm, Robin Assist, powers the 24/7 support, medical coordination, and claims services that travelers rely on — not just for battleface, but across the industry. Together, we're setting new standards for how travelers are cared for worldwide.

about the role:

We’re looking for an experienced Claims Customer Service Manager to lead, develop, and oversee our customer service operations within the claims department.

This is a hands‑on leadership position for someone who understands travel insurance claims, knows how to manage people, and is comfortable working with technology across multiple communication platforms.

Our customers contact us during some of the most stressful moments of their travels. We need someone who can ensure they receive accurate information, timely responses, and professional, empathetic support. Whether they're contacting us by telephone, email, or live chat.

The right person will bring credibility, accountability, and structure to the team. You'll be responsible for developing our people, improving service standards, identifying operational gaps, and ensuring that technology helps us deliver a better customer experience.

We're looking for a leader who can make decisions, solve problems independently, and take ownership of results. This isn't a role for someone who simply monitors performance reports. We need someone who understands the work, can coach others through complex situations, and isn't afraid to get involved when needed.

what you'll do:

Team Leadership & Development

• Lead and manage the Claims Customer Service team, providing day-to-day oversight, direction, and support.
• Establish clear expectations around service quality, productivity, professionalism, and accountability.
• Develop and deliver structured onboarding, training, and ongoing coaching programs.
• Conduct regular performance reviews, quality assessments, and individual development sessions.
• Identify knowledge gaps and provide practical training to improve team performance.
• Build a culture of ownership, collaboration, and continuous improvement.
• Support recruitment, onboarding, workforce planning, and scheduling to maintain appropriate service coverage.

Customer Service Operations

• Oversee customer interactions across telephone, email, live chat, and other digital communication channels.
• Ensure consistent, accurate, and timely responses to policyholders, claimants, brokers, and insurance partners.
• Monitor service levels, response times, call handling, case resolution, and customer satisfaction.
• Manage escalated customer inquiries, complex claims-related questions, and service complaints.
• Ensure customers receive clear explanations of claims processes, documentation requirements, coverage decisions, and next steps.
• Coordinate closely with Claims Adjusters, Medical Assistance, Operations, and other departments to resolve customer issues.
• Identify recurring customer complaints, service failures, and operational bottlenecks, and implement corrective actions.
• Ensure appropriate documentation, case ownership, and follow-up across all customer interactions.

Technology & Process Management

• Take ownership of the effective use of customer service technology, including telephone systems, shared inboxes, live chat, claims management platforms, and reporting tools.
• Manage and optimize workflows across platforms.
• Ensure team members are proficient in the technology required to perform their roles.
• Identif…