Senior Manager, Customer Operations (Remote First)

1 month 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

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