About the Role

We’re looking for a Director of Customer Service to design and scale the service operation that powers customer experience and retention for our growing personal lines insurance agency.

Reporting to the Head of Consumer Operations, this role requires a hands-on operator and strategic builder — someone who can set and execute the service vision, coach leaders to scale high-performing teams, and deliver rapid, measurable improvements while maintaining a deep focus on quality, performance, and the agency retention curve.

We believe in paying competitively for great work. As a remote team, we set our salaries at the 75th percentile of national market data in our industry. You can count on your pay being in line with (or above) the market. For this role, the on-target earnings range (OTE) is $130,000-$150,000. We review compensation twice a year to make sure we’re staying competitive and rewarding our team’s contributions.

What You’ll Own

• The Service Department: lead the people, process, and performance across a growing team of service agents and managers
• Infrastructure and workflows: architect the playbook - processes, procedures, systems, comp plans, and feedback loops - that streamline service operations, reduce errors, and improve the customer experience
• Retention strategy and execution: own 90-day and lifetime retention KPIs, drive cross-sell and up-sell initiatives, and reduce churn through proactive outreach and data-driven insights
• Performance culture: establish rigorous scorecards, 1:1 cadences, and manager/ agent development plans that drive accountability and continuous improvement
• Training and development: partner with Training and Service Managers to develop new hire training and ongoing coaching programs to ensure efficient ramp and reflect real-time service performance trends
• Cross-functional collaboration: partner with Sales Leadership and Ops to to integrate data, systems, and processes that elevate service quality, create smooth handoffs between teams, and eliminate manual or repetitive tasks
• Strategic alignment: Shape the strategic direction of the Service department to align with business goals, drive sustainable growth, maximize profitability, and elevate the customer experience

What You Bring to the Table

• 5+ years in Service or Operations leadership, including 3+ years managing managers
• Demonstrated success designing and optimizing processes, systems, and programs that improve efficiency, customer satisfaction, and retention
• Deep understanding of contact center operations (capacity planning, SLAs, WFM, QA, coaching, and performance management)
• Proven ability to collect and analyze data and translate insights into real world results
• Strong communication, facilitation, and documentation skills - adept at engaging and aligning stakeholders across all levels of the organization.
• Comfortable working in fast-paced, continuously evolving, high-growth startup environments

Nice-to-haves

• Background in insurance or regulated industry with measurable retention or renewal goals
• Previous work history in start-ups or rapidly growing organizations in the insurtech space
• Experience managing or influencing contact-center tooling and vendor decisions

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Note: all employees must complete a background check prior to starting employment with Trellis or its subsidiaries.