Fractional Customer Service (Claims) Manager

Silva-Lining HR is seeking a Fractional Customer Service (Claims) Manager for a client to oversee and optimize the end-to-end claims process ensuring timely resolution operational efficiency and exceptional customer experience. This role requires a highly organized and proactive individual with experience in claims management client communication ticket pipeline management and cross-functional project coordination.

The ideal candidate is proactive highly responsive solutions-oriented communicates with professionalism and empathy and thrives in an environment that requires strong ownership accountability and follow-through.

Responsibilities

• Oversee and manage the claims process to ensure timely and accurate resolution of customer issues
• Manage and maintain the ticket pipeline in HubSpot for order-related concerns claims and follow-ups
• Serve as the primary point of contact for all claim-related client communications including phone and email support
• Handle escalated or complex claims and provide effective resolution strategies
• Lead project management efforts for claims resolution including task delegation and coordination with internal team members vendor partners shipping providers and repair services
• Monitor claims workflows to ensure deadlines and service expectations are consistently met
• Measure and analyze claim-related KPIs including response times resolution timelines customer satisfaction and operational efficiency
• Collaborate cross-functionally to improve claims handling procedures and customer service processes
• Analyze claims data to identify trends recurring issues and opportunities for process improvement
• Ensure compliance with company policies procedures and industry regulations
• Provide guidance coaching and support to customer service representatives as needed

This is a fractional fully remote contractor opportunity requiring approximately 10 hours per week (around 2 hours daily) with availability aligned to EST business hours.

Requirements:

• Bachelors degree and/or equivalent related field experience
• 35 years of experience in claims management customer service or a related operational support role
• 2 years of experience using HubSpot or similar CRM/ticketing platforms
• 2 years of experience using a project management software
• Strong project coordination skills with the ability to manage multiple moving parts simultaneously
• Excellent communication and interpersonal skills particularly in client-facing situations
• Proficiency in claims management software and customer support systems
• Strong analytical skills with the ability to interpret data and generate actionable reports
• Highly detail-oriented with excellent organizational and time management skills
• Strong leadership skills with the ability to motivate guide and support team members
• Comfortable working independently in a fully remote environment
• Ability to manage sensitive customer situations with professionalism urgency and empathy