Customer Support Supervisor

**Are you interested in building an incredible future in insurance?**

Located in Vaughan, Ontario, isure is Canada’s fastest-growing online insurance brokerage, offering a wealth of insurance choices, features and technologies provided by “leading big insurance companies” with the customization of service and advice of “leading insurance brokers”. We are proud recipients of IBAO’s Brokerage of the Year 2021 award, as well as voted one of IBC's XN Worldwide Insurance Awardees for Brokerage of the Year, 5-Star Brokerages and Top Insurance Employers of 2021.

isure is in search of an energetic, customer-driven team player who is looking for a career, not a job. As the Customer Support Supervisor, you will be responsible for leading a team of Customer Support team members who handle lead management, customer billing, company uploads and welcome calls. If you want to learn and develop within a team that inspires, shares knowledge, and cares, then please apply We are growing, and it is our great people that make it fun to come to work every day.

**Succeeding as the Customer Support Supervisor** **will require the following core qualifications and skills**:

- Post-secondary education in Business Administration or other relevant field required; a suitable combination of education and experience may also be considered.
- A minimum of 3 years experience in a team lead or supervisory role in a call centre environment, required.
- RIBO license preferred or willing to obtain within the first 5 months of employment
- Ability to work on-site at our Vaughan office location
- Experience in the insurance industry is a strong asset
- Strong leadership skills, including the ability to motivate and engage a high-performing team to meet targets
- Exceptional customer service focus and relationship-building skills
- Excellent communication skills including the ability to relay information (verbal and written) between several parties
- Troubleshooting and problem-solving skills, the ability to evaluate the current situation, respond quickly to changing requirements, execute and escalate accordingly
- Strong organizational and time management skills, including the ability to work under pressure in a fast-paced setting
- Ability to multitask and prioritize in a deadline-driven environment, appropriate sense of urgency
- Responsible for the performance and development of a team of Customer Support Representatives

**To be successful in this role, you will exceptionally complete the following (not an exhaustive list of responsibilities)**:

- Development of a strong customer-focused team, including training, coaching, supporting, and performance development, promoting a positive, open culture and working environment
- Monitoring daily productivity targets (KPI's) and working with the team to make improvements where required.
- Works with and supports all brokerage departments to resolve customer concerns and issues, which may involve collaborating across Company departments and communicating with internal and external stakeholders
- Identify recurring issues and work with the team and managers to implement corrective actions and process improvement
- Other related duties as may be required

**Here is what isure offers you**:

- Education reimbursement program
- Employee discounts on home and auto insurance
- Employee referral program
- Paid vacation and personal days
- Group Benefits and RRSP Plan
- A fun and casual work environment
- Team-building events
- Semi-annual employee reviews and opportunity for development/growth
- Employer RSP Matching Program