About Reserv
Reserv is an insurtech creating and incubating cutting‑edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv was venture‑backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long‑standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.
About the Role
As the Claims Customer Experience Manager, you will oversee the day‑to‑day operations of our First Notice of Loss (FNOL) team and Claims Support team. You’ll be responsible for driving performance against SLAs, optimizing processes, and ensuring that every interaction leaves customers feeling supported and valued. This role blends people leadership with process innovation: you will manage and motivate high‑performing teams, while identifying opportunities to automate repetitive tasks, streamline workflows, and improve efficiency without sacrificing the human touch.
Key Responsibilities
* Lead, coach, and develop the FNOL and Claims Support teams.
* Manage daily operations to deliver consistently on SLAs, KPIs, and quality standards.
* Monitor call centre performance metrics and implement initiatives to improve service delivery.
* Partner with cross‑functional teams to enhance customer experience.
* Identify and drive automation opportunities, reducing manual work and creating more capacity for complex, high‑value interactions.
* Maintain compliance with insurance regulations and client requirements.
* Use data and insights to anticipate customer needs, measure satisfaction, and inform continuous improvement.
* Act as a key point of escalation for complex or sensitive customer situations.
Requirements
* Proven experience managing operations in an insurance call centre environment.
* Track record of managing SLAs, KPIs, and workforce planning in a fast‑paced environment.
* Demonstrated ability to implement process improvements and automation tools to simplify workflows.
* Exceptional people leadership skills; able to inspire, coach, and engage teams.
* Analytical mindset with the ability to interpret data and make data‑driven decisions.
* Excellent communication and stakeholder management skills.
Benefits
* Generous health‑insurance package.
* Pension plan with employer contributions.
* Competitive holiday/leave policy in addition to bank holidays.
* Industry qualifications paid by us after a qualifying period.
* Work from anywhere to facilitate work‑life balance.
* Apple laptop, large second monitor, and other quality‑of‑life equipment.
Seniority Level
* Mid‑Senior level
Employment Type
* Full‑time
Job Function
* Other
Industries
* Technology, Information and Internet
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