Honeycomb Insurance · 3 days ago
Customer Service Supervisor
Chicago, IL
Full-time
Hybrid
Mid, Senior Level
$90K/yr - $100K/yr
2+ years expHoneycomb Insurance is a rapidly growing global startup reshaping the future of insurance. The Customer Service Supervisor plays a key role in supporting and elevating the Customer Success team by providing coaching, resource planning, quality oversight, and escalation support to enhance customer and agent experiences.
Commercial InsuranceInsuranceInsurTechProperty Insurance
Responsibilities
Lead, coach, and motivate a team of 8 CSRs to achieve performance goals and uphold customer experience standards
Support training and structured onboarding for new hires.Set clear performance expectations and provide actionable feedback through regular 1:1s
Own the quality auditing process using a quantitative rubric; deliver targeted coaching
Promote a positive, collaborative team environment and celebrate individual and team successes
Allocate resources and schedule coverage to balance workload and meet customer needs
Monitor key performance indicators (KPIs) and provide regular updates on team and individual performance
Identify workflow bottlenecks and recommend improvements to enhance efficiency and customer satisfaction
Assist in refining and updating knowledge base content to ensure accuracy and usability
Serve as a point of escalation for complex customer or agent issues
Partner with internal teams to resolve cross-functional challenges
Identify root causes of escalated issues and offer solutions to prevent recurrence
Maintain professionalism under pressure and mediate conflicts effectively
Consolidate product feedback from CSRs, customers, and agents; escalate insights to Product and Operations partners
Review customer satisfaction surveys, identify trends, and drive action plans for improvement
Qualification
Required
This is a Hybrid Role: Must be able to work from our downtown Chicago office three days per week (Tuesday through Thursday)
2+ years of experience leading customer service teams
Demonstrated people leadership skills, with the ability to coach and mentor
Strong communication skills: professional and adaptable to different audiences
Ability to analyze problems, drive decisions, and guide teams through complex issues
Familiarity with KPIs and performance metrics, with the ability to report on and influence outcomes
Strong organizational and time-management skills with the ability to balance multiple priorities
High emotional intelligence and empathy; calm under pressure and skilled in conflict resolution
Ability to collaborate across departments and maintain strong relationships
Comfort in a fast-paced, evolving environment; adaptable and solutions-oriented
Proficiency with CRM tools and support technologies
Commitment to fostering a culture of respect, learning, and operational excellence
Benefits
Annual performance bonus eligible
ISO stock options
Medical, dental, and vision coverage for you and your dependents
HSA with company contributions
401(k) (non-matching)
Flexible time off
10 company-paid holidays
Paid family leave
Catered team lunch every Tuesday
Monthly team events
Free onsite gym membership
Company
Honeycomb Insurance
Honeycomb was built to disrupt the real estate insurance industry.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$54.7MKey Investors
Zeev VenturesIbex Investors
2024-05-07Series B· $36M
2022-01-19Series A· $15.4M
2021-06-22Seed· $3.3M
Leadership Team
Itai Ben-Zaken
Co-founder and CEO
Nimrod Sadot
Co-founder and CTO
Recent News
Company data provided by crunchbase