{"id":693164,"url":"https://alion.io/job/orion180-customer-service-team-lead","title":"Customer Service Team Lead","company":{"id":686020,"name":"Orion180","domain":"orion180.com","url":"https://alion.io/company/orion180","size_band":"51-200","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Rippling","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-23T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Draper, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":27,"max":null,"currency":"USD","period":"hour","gross":null,"usd_annual":54000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-08-24T15:45:22Z","employer_posted_date":"2026-08-24","last_verified_at":"2026-09-23T10:46:05Z","board_verified":true,"closed_at":null,"days_open":29,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":29},"description":"At Orion180, we don’t just stand out for what we do; we shine because of how we do it. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products. Our vision is to be the premier global provider of insurance solutions and redefine the insurance industry.\nOrion180 is proud to call three vibrant cities home. Our headquarters on Florida’s stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Irving, Texas, office places us in a dynamic center of culture, business, and entertainment, keeping us closely connected to innovation and growth. Our Draper, Utah, location, nestled in the heart of the Salt Lake Valley, connects us to a rapidly growing tech ecosystem and provides access to the outdoor lifestyle and natural beauty the region is known for.\nABOUT THE ROLE:\nThe Customer Service (CS) Team is a key part of Orion180's great insurance experience because they help policyholders, agents, and partners with accuracy, professionalism, and care. This group handles customer questions, policy service requests, and customer education across a number of channels to make sure that problems are solved quickly and effectively.\nAs the Customer Service Team Lead, you will be in charge of the team's daily work, training and coaching team members, and keeping an eye on performance metrics to make sure service is always top-notch. You will continue to work directly with customers, in addition to providing leadership and mentorship. This will make sure that every interaction shows Orion180's dedication to innovation, empathy, and world-class support.\nPay Rate: $27.00 per hour\nWHAT YOU’LL DO:\nTeam Leadership & Coaching\nSupervise, mentor, and support a team of Customer Service Representatives.\nMonitor daily performance, provide real-time feedback, and conduct regular 1:1 meetings.\nAssist with onboarding and training new team members and act as a point of escalation for complex issues.\nFoster a high-performance, service-oriented team culture that reflects Orion180’s mission and values.\nPromote professionalism, collaboration, and accountability within the Customer Experience team.\nCustomer Service Excellence\nLead by example by continuing to perform “hands-on” customer service functions.\nEnsure all communications-via phone, chat, or email-reflect Orion180’s gold-standard service.\nProvide expert assistance to residential policyholders, agents, and producers with professionalism and empathy.\nUtilize strong de-escalation skills to resolve customer concerns efficiently and effectively.\nSupport and empower agents and policyholders while maintaining accuracy and compliance with company standards.\nPerformance & Process Management\nTrack, analyze, and report weekly performance metrics and team productivity.\nIdentify and implement process improvements to enhance customer experience and operational efficiency.\nConduct random audits of calls and workflows to ensure quality and compliance.\nCollaborate with leadership to develop new tools, manuals, and procedures to exceed departmental goals.\nRecommend training opportunities, performance recognition, and, when needed, disciplinary actions per company policies.\nWHAT WE’RE LOOKING FOR:\nEducation: High school diploma or GED required; must be at least 18 years old.\nExperience: Minimum of 2 years in customer service (phone or in-person). Prior supervisory or team lead experience strongly preferred.\nLicensing: Customer Service Representative (4-40) preferred or ability to obtain within 30 days.\nSkills & Competencies:\nExcellent communication, coaching, and problem-solving skills.\nStrong attention to detail and ability to multitask in a fast-paced environment.\nSkilled in Excel (for scorecards and reports) and other Microsoft Office tools.\nFamiliarity with customer service databases and CRM systems.\nAbility to hire, coach, and train employees while motivating them to exceed performance metrics and KPIs.\nProfessional demeanor with a strong sense of ownership and accountability.\nPassion for innovation, teamwork, and continuous learning.\nWHAT’S IN IT FOR YOU:\nJoin Our Team & Make an Impact! At Orion180, we don’t just meet expectations, we exceed them. If you’re ready to take your career to the next level and be part of a growing, forward-thinking company, apply today!\n\nDynamic Environment: On-site role with a fast-paced and collaborative team culture. Results-driven office where your contributions make a real impact.\nCompensation: Competitive base pay and performance bonuses.\nCareer Growth: Mentorship, growth tracks, and professional development.\nBenefits: Medical, dental, vision, 401k, paid holidays, PTO and more!\nThe office environment is fast-paced and collaborative.An employee must be willing and able to work their regularly assigned work schedule onsite, and in times of need, be able to work an extended schedule depending on company or departmental needs, project requirements, or customer demands.\nWhile performing general duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading; being able to lift light objects (\nOrion180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.\nReasonable accommodations are available for qualified individuals with disabilities during the application process. Applicants who need accommodations may email  to request assistance.","description_format":"text","description_chars":5890,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Continuous learning","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Insurance"],"lifecycle":[{"event":"open","at":"2026-09-11T01:26:41Z"}],"liveness":{"score":56,"band":"ok","label":"Likely open","p_open":1,"p_active":0.746,"p_room":0.75,"age_days":29,"expected_fill_days":34,"reasons":["conf:0","urgency","win:late"],"computed_at":"2026-09-23T05:45:00Z"},"pay":{"stated_usd_annual":54000,"is_top_pay":false},"html_url":"https://alion.io/job/orion180-customer-service-team-lead","json_url":"https://alion.io/job/orion180-customer-service-team-lead.json","meta":{"generated_at":"2026-09-23T15:30:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}