Matic

About the Company

Since 2014, Matic has changed the landscape of the insurtech industry by integrating insurance within the home and auto ownership experience. Today, Matic's digital insurance marketplace has over 40 A-rated home and auto carriers, as well as distribution partners in industries ranging from mortgage origination and servicing to banking, auto financing, and much more.

Listed Jobs

Company Name

Matic

Job Title

Director of Customer Service

Job Description

**Job Title:** Director of Customer Service **Role Summary** Direct customer service strategy, process improvement, and team performance to enhance retention and operational excellence. Lead cross-functional initiatives, implement service standards, and deliver data-driven solutions to optimize customer experience. **Expectations** Minimum 5 years’ experience in customer service operations and leadership roles, preferably in insurance sales, service, or underwriting. Bachelor’s degree in a business or finance-related field preferred. Property & Casualty or Personal Lines license required. **Key Responsibilities** - Develop and execute strategic customer service and retention programs aligned with organizational goals. - Design and streamline operational processes to elevate team performance and efficiency. - Manage cross-functional projects with Agency Operations, Workforce Management, and Sales teams. - Establish and monitor service level metrics for resolution times, customer feedback, and quality assurance. - Lead resolution of complex customer escalations and collaborate with training and QA teams. - Analyze performance data to identify trends and implement actionable improvements. **Required Skills** - Proven leadership in managing high-performing customer service teams. - Expertise in service center operations, CRM systems, and performance analytics. - Strong project management capabilities for large-scale initiatives. - Excellent communication skills for executive and cross-department collaboration. - Ability to synthesize complex data into actionable strategies. - Resilience under pressure with a focus on delivery under tight deadlines. **Required Education & Certifications** - Bachelor’s degree in business, finance, or relevant field (preferred). - Property & Casualty or Personal Lines license (required). - Valid management experience in insurance service or sales (5+ years).

Columbus, United states

On site

Mid level

18-10-2025