Customer service manager

Our organization is redefining claims management across the auto and property space through a blend of AI innovation, proprietary technology, and expert-led services that deliver measurable results for insurers, fleets, rental, TPAs/MGAs, and adjacent industries.

Our US team combines automation, intelligence, and human expertise to simplify complex processes — accelerating cycle times, reducing costs, and improving outcomes across appraisal, repair, subrogation response, and auto/property estimating.

Our solutions help customers move beyond digital claims to a model that’s faster, smarter, and simpler — grounded in data accuracy, transparency, and customer experience.

As part of the Solvd Group, operating in 46+ countries, our mission is to drive results today while shaping the future of claims. From FNOL to final settlement, we connect technology and expertise to deliver precision, performance, and confidence at every stage.

Customer Service Manager (Driver Services Manager)

Our Customer Service Manager (Driver Services Manager) leads and develops the team of Driver Services Representatives who support drivers and clients throughout the full lifecycle of the vehicle repair and rental process.

This role is responsible for the day-to-day management, coaching, and performance of the customer service team, while also acting as an escalation point for complex driver, client, and vendor issues. The Driver Services Manager ensures the team delivers proactive communication, manages vendor relationships effectively, and maintains high standards of service quality and cost control. Success in this role requires strong leadership skills, sound judgment under pressure, and the ability to balance team development with operational and client demands.

What you’ll do:

• Directly manage, coach, and develop a team of Driver Services Representatives, including interviewing and training.
• Conduct regular one-on-ones, performance reviews, and coaching sessions to support representative growth and accountability.
• Monitor individual and team performance against service levels, response times, and customer satisfaction metrics; implement improvement plans as needed.
• Oversee performance management and conflict resolution within the team.
• Set clear expectations, provide feedback, and foster a positive, accountable, and collaborative team environment.
• Manage workload distribution to ensure consistent service delivery.
• Serve as the primary escalation point for complex or unresolved driver, vendor, and client issues.
• Oversee the coordination between drivers, repair facilities, rental providers, clients, and internal stakeholders to ensure smooth service delivery.
• Monitor repair and rental workflows to identify bottlenecks, delays, or recurring issues, and implement process improvements.
• Ensure team compliance with client-specific processes, workflows, and service standards.
• Review claim notes, customer interactions, and status updates for accuracy and completeness across the team.
• Promote and enforce the use of preferred vendors and service providers to optimize costs and service quality.

What we're looking for:

• High School Diploma or equivalent required.
• Minimum of 5 years of customer service experience, preferably in auto, insurance, or fleet operations.
• Prior experience leading, supervising, or managing a team required.
• Proficiency in Microsoft Office and ability to learn internal systems.
• Experience managing in a call center environment is preferred.
• Experience in claims handling, collision repair, or fleet services preferred.
• Familiarity with automotive repair processes and rental coordination is a plus.
• Strong leadership and coaching skills with a track record of developing team members.
• Excellent verbal and written communication skills with a customer-focused approach.
• Strong interpersonal and relationship-building skills across drivers, clients, vendors, and internal teams.
• Ability to manage difficult or complex customer and personnel situations with professionalism and empathy.
• Strong organizational skills and attention to detail.
• Effective time management and ability to meet deadlines in a fast-paced environment.
• Ability to multitask, prioritize, and adapt to changing demands.

What we offer:

• Hourly compensation between $21.00 - $25.00/hour based on experience.
• Comprehensive benefits, including health, dental, vision insurance, and more.
• 401(k) plan options.
• Paid time off, sick time, and paid holidays.
• The opportunity to grow with a dynamic, innovative team in a startup-like culture.