Senior Manager, Customer Operations (Remote First)

1 week, 1 day ago
Full-time
Lead
Customer and Technical Support
Zensurance

Zensurance

Zensurance is Canada's trusted commercial insurance broker, offering low-cost coverage starting at $19/month. With instant quotes and savings up to 35%, they simplify insurance for small businesses.

Insurance
51-250
Founded 2016
$1M raised

Description

  • Coach and mentor Team Leads so they can effectively support and develop their own teams.
  • Partner with Sales Operations to define long-term strategy and execute daily operational goals for the Accounts Management department.
  • Set service standards and monitor call and email volume, along with performance at the agent and team levels.
  • Own process improvements in Zendesk and Salesforce to enhance the employee and customer experience.
  • Lead high-visibility forums such as Monthly Business Reviews with C-suite stakeholders and Town Halls for groups of 50 or more.
  • Work proactively with HR to manage performance issues with care and support lead development in handling those conversations.
  • Partner with Sales Operations to review forecasts and hiring needs to stay ahead of capacity and support high-volume demand.
  • Make quick, impactful decisions in a fast-paced, high-ticket, high-volume service environment.
  • Translate company objectives into measurable outcomes for the Accounts Management department.

Requirements

  • 8+ years in leadership roles, with demonstrated experience as a leader of leaders mentoring management-level staff.
  • 5+ years of experience in operational support, call center management, or service delivery.
  • Strong understanding of frontline workflows, customer satisfaction drivers, and one-touch solutions.
  • Deep experience with Zendesk and Salesforce, plus modern call center phone systems.
  • Strong understanding of call, chat, and email KPIs, scheduling processes, and real-time operations.
  • Experience mapping complex customer journeys and simplifying processes to improve efficiency.
  • Ability to drive process improvements that support business growth and operational goals.
  • 4+ years of commercial insurance experience is a nice to have, but not required.
  • Valid RIBO license required after hiring, with company support provided.
  • CIP, CRM, or CAIB designations are preferred and can be pursued after starting the role.

Benefits

  • Total cash compensation including OTE of $117,000, with top earning potential of $142,000.
  • Performance-based case incentive awards may be available.
  • Remote-first setup for added flexibility.
  • Home office allowance and an office-in-a-box with necessary tech equipment.
  • Flexible health and dental plans, including mental health support.
  • Health and personal spending accounts to support wellness.
  • Parental leave top-up.
  • Education assistance reimbursement for courses, conferences, books, and memberships.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Fractional COO Team Lead

SMB Team 51-250 Professional Services

SMB Team is hiring an internal Fractional COO Team Lead to oversee client matters and team deliverables within its legal marketing and coaching business.

SEO
17 minutes ago

Construction Site Safety Manager

Paradigm Enterprises Electric Utilities

Paradigm is seeking a Construction Site Safety Manager to support power delivery project safety execution across active job sites, helping ensure compliance, reduce risk, and keep work moving safely from day one.

1 hour, 23 minutes ago

Customer Service Representative

Pavago IT Services

Remote Customer Service Representative at Zendesk, supporting high-volume customer inquiries across U.S. business hours with the goal of resolving issues quickly and delivering a strong customer experience.

E-commerce HIPAA
1 hour, 45 minutes ago

Customer Service Delivery Advocate

Carvana 10K-50K Automotive

Carvana is hiring Customer Advocates to deliver vehicles and manage customer-facing vehicle handoff operations across rotating shifts in local markets.

1 hour, 50 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers