Service Team Lead

About Trellis

Trellis is rewriting the insurance experience from the inside out. We’re the tech company behind Savvy, our licensed insurance agency, and we’re bringing clarity and ease to a space known for… the opposite. With powerful tools, clean design, and a customer-first mindset, we’re making insurance shopping refreshingly effortless.

We’re a profitable, fast-growing Series A startup backed by General Catalyst, QED, NYCA, and Amex Ventures. As a remote-first team, we move quickly, experiment boldly, and build with intention.

If you’re craving meaningful impact, energized by ambiguity, and are ready to build alongside exceptional teammates, you’re going to love doing your best work at Trellis.

About the Role

The Service Team Lead is a goal-driven operational leader responsible for driving strong customer service outcomes by leading a high-performing remote service team and supporting the day-to-day operations of a call center environment. This role ensures consistent service quality, compliance, and customer satisfaction, while enabling agents to retain customers and identify appropriate cross-sell and upsell opportunities across insurance products.

Reporting directly to the Director of Service, the Service Team Lead will accomplish this by improving agent performance through regular coaching and training, reviewing reports tracking team performance towards rigorous goals, and ensuring operational excellence in the maintenance and execution of daily call center activities.

To be successful, this role will serve as one of the experts on agency decisions and develop their team to use best-in-class service practices.

What you'll do

Serve as an agency expert on P&C, ensuring that decisions are of high quality.

Review reports that portray individual agent performance and service results; analyzing data to evaluate your team and inform operational changes.

Regularly coach and mentor a team of 8-10 agents to achieve exceptional customer experiences, while fostering a culture of accountability and results.

Monitor the day-to-day inquiry volume, agent schedule and adherence, while proactively adjusting and flexing to support demand.

Proactively seek and suggest ways to improve internal processes and results program-wide, from cross-selling/upselling techniques to exceptional customer experiences.

About you

You have 3+ years of experience in a leadership role.

You're an insurance expert with the ability to guide and evaluate P&C decisions.

You have at least one active P&C or Personal Lines Insurance License.

You're a creative problem-solver who’s excited to contribute to the strategic direction and dive in wherever necessary to achieve goals.

You have an analytical mindset with the ability to identify data requirements, analyze data, and review reports.

You're highly performance-oriented and able to motivate others in a proactive, positive, and firm manner.

You have a strong sense of empathy for agents and customers.

Bonus Points experience with early-stage or high-growth tech startups

Why Trellis? Because you deserve a career that’s exciting, meaningful, and surrounded by people who lift you up.

We’re a group of curious, mission-driven humans rewriting the insurance experience and having a lot of fun along the way. At Trellis, you’ll make a real impact on a product millions rely on, and grow alongside a company that’s scaling fast.

What sets Trellis apart:

• ✨ A transparent, collaborative culture where ideas win, not titles
• 🚀 Big opportunities to take ownership and chart your growth
• 💰 Competitive compensation (75th+ percentile)
• 🏡 Fully remote across the US & Canada
• 🎉 Quarterly virtual and/or in-person events that keep us connected

Plus, the benefits are built to support your whole life:

• 🌴 Flexible vacation (yes, actually flexible)
• 🩺 Health insurance starts day one

• 🧘 Wellness programming, because balance matters
• 💸 401(k) and HSA contributions, FSAs, bonuses & equity opportunities
• 🐣 Paid parental leave

👉 If you want a role where you’ll grow, be trusted, and build something that genuinely improves people’s lives, Trellis is the place. Join us.

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Note: all employees must complete a background check prior to starting employment with Trellis or its subsidiaries