Client Services Team Manager

About The Medicare Family

The Medicare Family is a nationally licensed insurance agency based in Noblesville, Indiana, helping thousands of seniors understand and manage their Medicare coverage. Our 25-person team is growing rapidly, and we’re seeking a Client Services Team Manager — a strong player-coach who leads by example while remaining directly involved in serving our existing clients.

Position Overview

This role leads our Client Services Team, which manages all ongoing client relationships after enrollment. You will set standards for service quality, manage performance, oversee daily workflow, coach team members, and personally handle client support to maintain firsthand understanding of the work. The ideal candidate balances operational leadership with active client interaction, ensuring excellence in both service delivery and team development.

Key Responsibilities

• Lead and mentor a team of Client Service Representatives to meet and exceed service KPIs
• Participate directly in client service activities: responding to inquiries, resolving policy issues, and maintaining relationships
• Develop and monitor performance metrics for client satisfaction, retention, and efficiency
• Implement and maintain processes in HubSpot and internal systems to improve client experience and workflow consistency
• Provide real-time coaching, feedback, and support to team members
• Partner with executive leadership to identify staffing needs, training priorities, and system improvements
• Maintain compliance with insurance and CMS standards in all service communications
• Handle escalated service issues and coordinate with carriers as needed

Qualifications

• Minimum 3–5 years of customer service or account management experience
• At least 1–2 years in a leadership, supervisory, or team lead role
• Proven ability to coach, motivate, and develop staff
• Comfortable balancing management and hands-on service duties
• Strong communication and organizational skills
• Proficiency with Microsoft Office; experience with HubSpot preferred
• Must work in-office, Monday–Friday, 9:00 AM–6:00 PM (Noblesville, IN)
• Must pass background and credit check; insurance license preferred or willingness to obtain

Compensation and Benefits

• Competitive salary commensurate with experience
• Monthly performance and team bonuses
• Group Health, Dental, and Life Insurance
• 401(k) with Employer Match
• Paid Holidays, Sick Days, and Vacation (3 Weeks after 12 months)
• Paid licensing, training, and renewal fees
• Professional, positive, and family-oriented office culture

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