If you’re the kind of leader who can steady the room, coach people up, and keep operations moving even when the goalposts shift, this role will fit you perfectly. You’ll guide a team of Customer Service Agents while keeping quality, morale, and performance on track.
About One Inc
One Inc delivers a modern digital payments platform designed specifically for the insurance industry. Their technology helps carriers improve customer experience, reduce security risks, and simplify premium and claims payments. As one of the fastest-growing platforms in the space, One Inc values strong communication, teamwork, and a supportive work culture.
Schedule
- Full-time remote position (US only)
- Standard business hours with occasional flexibility needed
- Works closely with Management, QA, and cross-functional partners
- Hourly rate: $24/hr
What You’ll Do
⦁ Lead a team of Customer Service Agents, offering coaching, guidance, and daily oversight
⦁ Monitor team performance and provide timely, constructive feedback
⦁ Act as a Subject Matter Expert for Contact Center policies, processes, and procedures
⦁ Handle escalated contacts with confidence and minimal oversight
⦁ Identify and escalate people or business concerns quickly
⦁ Create a positive, collaborative, adaptable team culture
⦁ Manage performance, development opportunities, and corrective action when needed
⦁ Improve team product knowledge, skill sets, and service quality
⦁ Coordinate communication between leadership, QA, and team members
⦁ Ensure adherence to schedules, assignments, SLAs, and key metrics
⦁ Maintain accurate performance records for agents
⦁ Lead meetings to discuss metrics, updates, and changes in policies or procedures
⦁ Provide on-demand coaching and support to individual team members
⦁ Work directly with management on hiring input and performance goal reviews
⦁ Demonstrate integrity, professionalism, and strong interpersonal leadership
⦁ Handle additional duties as needed
What You Need
⦁ 1–2 years managing customer service agents (remote or in person)
⦁ Experience coaching, training, and implementing performance management
⦁ Strong relationship-building and people-management skills
⦁ High emotional intelligence, empathy, and self-awareness
⦁ Excellent communication and listening skills
⦁ Ability to adapt quickly in a fast-paced environment
⦁ Strong problem-solving and critical-thinking skills
⦁ Skilled at organizing workloads, delegating, and prioritizing effectively
⦁ Comfort working independently and as part of a team
⦁ Experience with MS Office, Google Suite, and CRM tools
⦁ Associate degree or 2+ years relevant experience preferred
⦁ Insurance or call center experience is a plus
⦁ Bilingual candidates encouraged to apply
Benefits
⦁ Competitive hourly pay
⦁ Medical, dental, and vision insurance
⦁ Work/life balance focus
⦁ Opportunities to grow within the company
If you’re ready to lead a team with confidence, empathy, and accountability, this is your moment to step up.
Happy Hunting,
~Two Chicks…