Customer Care Supervisor

## **About Acrisure** A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services – and more. In the last twelve years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Acrisure was built on entrepreneurial spirit. Prioritizing leadership, accountability, and collaboration, we equip our teams to work at the highest levels possible. **Job Summary:** Wholesure is seeking to fill a Customer Care Supervisor position in our Oak Ridge, TN office. The Supervisor oversees the daily operations of the Customer Care Team. This role ensures clients receive timely, accurate, and compliant support across all departments. The Supervisor acts as a mentor, problem-solver, and quality champion, driving both customer satisfaction and operational efficiency. **Responsibilities:** - Supervise, coach, and develop customer care representatives to meet performance, quality, and compliance standards. - Serve as the primary escalation point for complex client inquiries, policy questions, and service issues. - Monitor daily workflow, call queues, and service levels to ensure timely response and resolution. - Review and audit customer interactions for accuracy, professionalism, and adherence to regulatory requirements. - Collaborate with account managers, brokers, and underwriting partners to resolve client concerns and support policy servicing. - Train new team members on systems, procedures, product knowledge, and customer service best practices. - Analyze service trends and provide recommendations to improve processes, reduce errors, and enhance the customer experience. - Prepare performance reports and deliver feedback to team members and management. - Ensure compliance with insurance regulations, data privacy standards, and internal policies. - Support change management initiatives, system updates, and new product rollouts. **Requirements** - Strong understanding of insurance terminology, policy servicing, and regulatory requirements. - Excellent communication, coaching, and conflict-resolution skills. - Ability to manage multiple priorities in a fast-paced, compliance-driven environment. - A customer-centric mindset with a focus on accuracy, empathy, and professionalism. **Education and Experience:** - High school diploma or equivalent, required, college degree preferred - 5+ years’ experience in customer service within an insurance brokerage or related financial services environment. - 3+ years’ proven leadership experience, ideally in a team lead or supervisory role. - Proficiency with CRM systems, agency management platforms, and standard office software. - Insurance licenses (e.g., P&C) or willingness to obtain them within 90 days of employment. - Experience with process improvement methodologies, preferred. #LI-LR1 **Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.** **Why Join Us:** At Acrisure, we’re building more than a business, we’re building a community where people can grow, thrive, and make an impact. Our benefits are designed to support every dimension of your life, from your health and finances to your family and future. Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York. **Employee Benefits** We also offer our employees a comprehensive suite of benefits and perks, including: - **Physical Wellness:** Comprehensive medical insura…