Job Overview

Manager, Client Services

THE ROLE:

The Manager, Client Services will lead and scale the customer support function in a fast-growing, remote-first insur-tech startup. This role ensures that customers receive exceptional service while continuously improving processes, tools, and team performance. The Manager will oversee a team of customer service representatives, providing coaching, setting clear expectations, and driving metrics that support both customer satisfaction and business growth. The ideal candidate is a strong people leader, process-oriented, and passionate about delivering an outstanding customer experience in the insurance space.

WHAT YOU’LL DO:

• Own end-to-end customer support performance, including service quality, efficiency, and cost to serve.
• Champion smart automation and self-service to scale a high-quality customer experience as the business grows, balancing speed, personalization, and operational efficiency.
• Prepare and present regular performance insights and recommendations to leadership
• Lead, engage, and build culture within a fully remote customer support team across time zones
• Lead, coach, and develop a high-performing customer service team.
• Oversee daily operations, ensuring timely, accurate, and empathetic resolution of customer inquiries and issues.
• Define and track KPIs such as response times, resolution rates, CSAT, and NPS to measure and improve team performance.
• Partner with Product, Insurance Operations, and Technology teams to escalate and resolve complex customer issues and feedback.
• Implement scalable processes, policies, and tools that support operational efficiency and a seamless customer experience.
• Develop training programs and resources to ensure team members have the knowledge and skills to support customers effectively.
• Create and maintain customer service documentation, FAQs, and knowledge base content.
• Serve as a customer advocate, bringing insights from customer interactions to inform product and process improvements.
• Stay current on industry best practices and emerging technologies to continuously enhance service delivery.

WHAT YOU NEED TO SUCCEED:

• Education: Bachelor’s degree in Business, Communications, or related field preferred.
• Experience:
• 6–8 years of experience in customer service or support roles, with at least 3 years in a leadership or manager position.
• Proven track record managing customer service teams in a fast-paced, high-growth environment (startup, SaaS, fintech, or insur-tech preferred).
• Highly tech-savvy with hands-on experience using modern customer service platforms (e.g., Genesys, Salesforce Service Cloud), and a demonstrated ability to optimize workflows through tools, automation, and data.
• Excellent leadership and coaching skills with the ability to inspire, motivate, and develop remote teams.
• Exceptional communication, problem-solving, and conflict resolution skills.
• Experience working in a regulated industry (insurance, financial services, or healthcare) a plus.
• Experience driving performance, engagement, and accountability in a distributed (remote) workforce
• Competencies
• Manages Complexity
• Plans & Aligns
• Communicates Effectively

WORK AND LIFE BALANCED, WE’RE HERE FOR YOU

• Medical, dental and vision insurance
• HSA, FSA, Dependent Care FSA and Commuter pre-tax benefit
• Flextime PTO and generous holiday time
• Paid Parental leave + baby cash
• Matching 401(k) contributions
• Life & disability Insurance
• Work from anywhere options

Polly is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, creed, marital status, sexual orientation, gender identity, disability status, protected veteran status, or any other protected status as defined by federal, state or local law.

About Polly
Polly delivers unexpected value by embedding insurance into life's biggest purchases. As the leading embedded automotive insurance marketplace, Polly seamlessly integrates coverage options from 40+ insurance carriers into the automotive buying experience at thousands of dealerships across the country, delivering savings to consumers when they need it most. With more than $11 billion in coverage placed, shoppers trust Polly for instant quotes, immediate coverage, and expert live agents. Experience the unexpected value of embedded auto insurance at Polly.co.

Salary: $71,000 - $88,000 annually