ONE80 INTERMEDIARIES INC

Compensation

Full Description

The Life & Health Customer Service Manager leads our Life and Health service center team and oversees all aspects of customer support operations, with a strong focus on Life and Health call center performance and service excellence. This role involves developing and implementing customer service strategies, ensuring a high level of customer satisfaction, and managing the performance and development of the customer service staff. The ideal candidate has strong leadership abilities, a customer-centric approach, and experience in managing customer service teams. Your Impact: Oversee call queue levels, chat response times, and task turnaround times, ensuring service standards are consistently met. Demonstrate agility in reallocating resources and adjusting workflows to respond to fluctuating call center volumes. Coach, train, and mentor the Assistant Manager and Team Leads to drive long-term growth and strengthen staffing retention. Engage directly with members when appropriate, modeling service excellence and reinforcing Pearl’s customer-first approach. Lead and manage the customer service team to achieve performance goals. Develop and implement strategies to improve customer satisfaction and service efficiency. Monitor and analyze customer service metrics to identify areas for improvement. Handle escalated customer issues and ensure prompt resolutions. Recruit, train, and develop customer service staff. Collaborate with other departments to enhance the customer experience. Successful Candidates Will Have: 5+ years of experience in customer service with a minimum of 2 years in a Life and Health management role. Proven experience managing call center or Life and Health customer service operations. Strong leadership, team management, and staff development skills. Ability to drive process improvements and foster a customer-focused culture. Proficiency in customer service software and reporting tools (ex. Five9) is preferred. An active Life & Health insurance license or willingness to obtain upon hire (within 60 days) is required for this role. One80 Intermediaries is a privately held firm with offices throughout the US and Canada. As a leading insurance wholesaler and program manager, One80 offers placement services and binding authority for property and casualty, life, travel/accident and health, affinity and administrative services, and warranty business. Launched just four years ago, One80 Intermediaries has grown to be one of the largest intermediaries in the United States. In 2024, One80 Intermediaries was ranked the 14th largest broker in the U.S. by Business Insurance. In 2025, One80 Intermediaries earned the Great Place To Work® Certification™ for the second consecutive year. At One80 Intermediaries, base pay is one part of our total compensation package, which also includes a comprehensive suite of benefits, including, for eligible employees, medical, dental, vision, disability, life, and retirement savings. Also, for eligible employees, the Company offers 10 to 20 vacation days depending on experience and generally offers 11 paid holidays and 5 half days, depending on the calendar year. The total compensation for a position may also include other elements dependent on the position offered. The expected base pay range for this position is between $74,800 to $89,500 plus annual discretionary bonus. The actual base pay offered may vary depending on multiple individualized factors, including geographical location, education, job-related knowledge, skills, and experience. One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about working at One80 Intermediaries by visiting our careers page: www.one80.com/careers. Personal information submitted by California applicants in response to a job posting is subject to One80's California Job Applicant Privacy Notice . One80 Intermediaries offers market leading access to major insurance markets in the US, UK, Canada and Asia, as well as exclusive programs and in-house binding authority for property & casualty, financial lines, personal lines, life insurance, medical stop loss risks, travel/accident and health, executive benefits, affinity business and warranty coverage. One80 serves commercial companies, non-profits, public entities, associations, unions and private individual risks; and has offices in 55 locations throughout the US and Canada.