Claims Customer Service Manager

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Claims Customer Service Manager based in the United States.

The Claims Customer Service Manager will lead and develop customer service operations within a global travel insurance and assistance environment. This hands-on leadership role combines team management, operational oversight, and continuous service improvement. You will ensure that travelers, policyholders, claimants, brokers, and insurance partners receive accurate, timely, and empathetic support across multiple communication channels. Working closely with claims, medical assistance, operations, and technology teams, you will strengthen service standards and streamline workflows. You will also use performance data and customer feedback to identify gaps, improve processes, and enhance the overall customer experience. The role offers the opportunity to shape a geographically distributed team and contribute directly to better support for travelers worldwide.

Accountabilities

• Team Leadership & Development: Lead and support the Claims Customer Service team, establishing clear expectations for service quality, productivity, professionalism, and accountability. Oversee recruitment, onboarding, workforce planning, and scheduling while delivering structured training, coaching, performance reviews, and individual development plans.
• Customer Service Operations: Manage customer interactions across telephone, email, live chat, and other digital channels, ensuring consistent and timely responses. Oversee escalations, complex claims-related inquiries, and complaints while ensuring customers understand claims processes, documentation requirements, coverage decisions, and next steps.
• Cross-Functional Collaboration: Work closely with claims adjusters, medical assistance, operations, and other departments to resolve customer issues, improve coordination, and ensure appropriate case ownership and follow-up.
• Technology & Process Management: Oversee the effective use of customer service tools, including telephone systems, shared inboxes, live chat, claims management platforms, and reporting solutions. Optimize wor...

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis.