Senior Customer Service Lead

MGT is the first AI-driven, neo-insurer focused on evolving commercial P&C insurance for the brokers and small business owners. By combining the expertise of industry veterans with state-of-the-art technology, we are ushering in the next evolution of commercial insurance and working to move the industry forward through the use of modern technology, better processes, and a rock-star team. We seek visionary leaders who thrive in dynamic, entrepreneurial settings, and excel in autonomous roles.

We are looking for a motivated Customer Service (CS) Leader with an entrepreneurial spirit and building/operating muscle to join our team. As a Customer Service Leader, you will play an important role in defining our CS function, including leading and developing a team of CSRs, providing customer feedback to help shape our products, supporting sales opportunities, and enhancing our internal CS tooling and reporting.

You have experience leading a team to deliver a best-in-class customer experience in a high-growth, fast paced environment and fully embraces AI/agentic solutions. You are curious, adaptable, and a strong relationship builder, with the ability to thrive in a fast-paced environment that values speed, iteration, and continuous improvement.

What you'll do

• Team Leadership and Development. Lead and mentor a team of Customer Success Representatives that embodies our core values and operational goals.
• Drive Operational Excellence and Data-Driven Insights. Refine the Customer Success motion as we scale, including developing staffing models and shaping our tooling to support growth. Build and maintain the CS reporting infrastructure to enable data driven decisions and to surface strategic insights and clear narratives for executive and investor audiences.
• Own the outcome. You’ll lead the team to ensure we deliver best in class service, achieving CSAT, throughput, and AI/automation targets.
• Cross-Functional Collaboration and Partnerships: You will bridge the gap between customers and internal teams by channeling feedback into product and platform development

Who You Are

• 5+ years of experience, 3+ years as a direct CS leader or manager. Ideally in insurtech, fintech, or a high-growth startup
• Experience owning a CS tech stack (Intercom experience strongly preferred)
• Strong data fluency — comfortable pulling and interpreting CS metrics and reports
• Effective communicator across audiences
• Strong leadership skills with a focus on empowerment, positive-mindsets, collaboration and ability to inspire a team of direct reports
• High ownership mentality
• Comfort operating in a fast-moving, ambiguous environment where you build the playbook as you go
• You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results.