Description
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
Bachelor’s degree and/or equivalent related field experience
3–5 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