Remote New

Customer Service Lead

Symetra
paid holidays, sick time, 401(k)
United States
Oct 04, 2025
Symetra has an exciting opportunity to join our team as a Customer Service Team Lead! About the role Do you like coaching a team to excellence? Do you like helping people reach their full potential? If you answer yes to these questions, then this job is for you! You will be responsible for training and supporting a CSR team as a subject matter expert in all product types and all transaction types. Assists managers with daily tasks and takes a leadership role responsible for reporting, scheduling, monitoring and managing service levels, handling escalated calls, in addition to other leadership activities. Creates, maintains and communicates procedures and process changes, identifying process improvement opportunities. Represents department on projects and initiatives. What you'll do in this role Support department in achieving service levels. Support CSRs by being available to answer questions. Provides support and direction to CSR's in the absence of management. Provides outstanding customer service on phones by being available to assist callers during periods of high call volume and handling escalated calls. Responsible for development and delivery of training program for new CSRs and continued education of existing CSRs. Creates and maintains procedures and communicates new/changing procedures and policies. Responsible for department metrics reporting, scheduling, managing escalated transactions/requests. Represent department on projects (new product, new partner, new systems, etc). What we offer you "Just do it! Even if you feel like you may not be 100% qualified, apply. Sometimes we see potential in others that they cannot see in themselves. You may be overqualified, or you may be the "something special" we are looking for to bring a unique, fresh approach to our company." - Ruby S., Associate EDX Analyst If you want to work for a company that is always considering its employees while working towards sustainable growth this is that company. Within Symetra, there is always innovation, empowerment, and growth opportunities, all while providing us with a great work/life balance and incredible benefits for a very reasonable cost!" - Cindy J. G., Sr. Product Owner "Symetra is truly a great place to work. The positive work climate, strong sense of team, and the resources available make it feel like one cohesive family. What stands out most to me is the company's deep commitment to diversity, equity, and inclusion-it's not just a statement, it's an active and ongoing priority that's felt throughout the organization." -Charlotte G., Sr. Underwriter - Consultant Stop Loss Benefits and Perks We don't take a "one-size-fits-all" approach when it comes to our employees. Our programs are designed to make your life better both at work and at home. Flexible full-time or hybrid telecommuting arrangements Plan for your future with our 401(k) plan and take advantage of immediate vesting and company matching up to 6% Paid time away including vacation and sick time, flex days and ten paid holidays Give back to your community and double your impact through our company matching Want more details? Check out ourSymetra Benefits Overview Compensation Hourly Salary Range: $23.92- $39.85 plus eligibility for annual bonus program Please review Symetra's Remote Network Minimum Requirements: As a remote-first organization committed to providing a positive experience for both employees and customers, Symetra has the following standards for employees' internet connection: Minimum Internet Speed: 100 Mbps download and 20 Mbps upload, in alignment with the FCC's definition of "broadband." Internet Type: Fiber, Cable (e.g., Comcast, Spectrum), or DSL. Not Permissible: Satellite (e.g., Starlink), cellular broadband (hotspot or otherwise), any other wireless technology, or wired dial-up. When applying to jobs at Symetra you'll be asked to test your internet speed and confirm that your internet connection meets or exceeds Symetra's standard as outlined above. Who you are CSR skills, plus: skilled in training others, ability to handle customer escalation calls and escalation process. Proven ability to support CSRs as a knowledge/technical resource. Excellent conflict management skills and strong leadership and interpersonal skills. Strength in written and verbal communications and inquiries. Ability to fill in for Manager when not available. Must be able to work 11:30am to 8:00pm EST High School diploma or equivalent experience required We empowerinclusion. At Symetra,we aspire to be the most inclusive insurance company in the countrywe're building a place where every employee feels valued, respected, and has opportunities to contribute. Inclusion is about recognizing our assumptions, considering multiple perspectives, and removing barriers. We accept and celebrate diverse experiences, identities, and perspectives, because lifting each other up fuels thought and builds a stronger, more innovative company. We invite you to learn more about our effortshere. Creating a world where more people have access to financialfreedom. Symetra is a national financial services company dedicated to helping people achieve their financial goals and feel confident about the future. In our daily work, we're guided by the principles of Value, Transparency and Sustainability. This means we provide products and services people need at a competitive price, we communicate clearly and openly so people understand what they're buying, and we design products-and operate our company-to stand the test of time. We're committed to showing up for our communities, lifting up our employees, and standing up for diversity, equity and inclusion (DEI). Join our team and help us create a world where more people have access to financial freedom. For more information about our careers visit: https://symetra.eightfold.ai/careers Work Authorization Employer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the United States at hire and must maintain authorization to work in the United States throughout their employment with our company. #LI-OR1 #LI-Remote