Platform Success Manager, Operations

Job Summary

The Platform Success Manager Operations acts as the primary link between management and team members overseeing daily operations to ensure high-quality customer service agent productivity and target achievement. They are responsible for leading mentoring and monitoring a team handling escalated calls managing real-time metrics and driving performance through coaching and feedback.

Responsibilities

• Team leadership & coaching: Mentoring team members providing regular performance evaluations and conducting feedback sessions to improve skills
• Operational oversight: Managing daily floor activity including attendance scheduling and ensuring adherence to company policies
• Escalation handling: Stepping in to handle difficult user calls or complex inquiries that agents cannot resolve
• Performance tracking: Utilizing CRM tools to monitor KPIs (e.g. customer satisfaction levels response times) and reporting to upper management.
• Process improvement: Identifying bottlenecks and implementing improvements to service procedures.
• Account management: Provide white glove B2B support for Partner Agencies and Partner Offices.
• Attending nationwide Partner Events to promote the IntegrityCONNECT Product Suite.
• Other duties as assigned by leader.

Position Requirements (Knowledge Skills and Abilities)

• Proficient knowledge of Integrity Products and Industry standards (insurance SaaS)
• Knowledge of CMS FCC FTC SEC and NAIC compliance regulations
• Proficiently skilled in technical troubleshooting
• Skilled in leadership modalities
• Skilled in problem solving with a results-oriented mindset
• Ability to deescalate and retain upset customers
• Ability to hire mentor coach and train multifaceted teams

Experience

• 5 years in a customer success role
• 2 years training or coaching a team of 3 or more

Education

• High School Diploma or GED required
• Bachelors degree in related field preferred

About Integrity

Integrity is one of the nations leading independent distributors of life health and wealth insurance products. With a strong insurtech focus we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life health and wealth so they can prepare for the good days ahead.

Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why Because we put our people first! At Integrity you can start a new career path at company youll love and well love you back. Were proud of the work we do and the culture weve built where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package including benefits that make work more fun and give you and your family peace of mind.

Headquartered in Dallas Texas Integrity is committed to meeting Americans wherever they are in person over the phone or online. Integritys employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information visit .

Integrity LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex gender identity national origin disability veteran status or any other characteristic protected by federal state or local addition Integrity LLC will provide reasonable accommodations for qualified individuals with disabilities.