L4 - Lead Client Support Agent

The Lead Client Support Agent (all channels of engagement) handles the most complex client inquiries and escalations through live calls. This role demands mastery of communication, policy expertise, and real-time decision-making. Senior Agents also mentor L1-L3 agents and contribute to continuous improvement of scripts, processes, and client satisfaction initiatives.

Job Description

As a Lead Client Support Agent, you’ll lead with empathy and precision on complex cases, from multi-state policy changes to escalated billing and claims support. You’ll coach peers, influence service excellence, and model Goosehead’s standard of client obsession.

Job Responsibilities

• Resolve moderate-to-complex inquiries via email/chat/ call/ text.
• Execute policy endorsements and audits accurately across carriers.
• Ensure compliance with state regulations and carrier SLAs.
• Document cases with precision in Salesforce and carrier systems.
• Mentor and train L1-L3 agents on workflow best practices.
• Contribute to continuous improvement through feedback and SOP refinement.

Essential Job Functions

• Manage nationwide state licenses and navigate top 20 carriers consistently (up to 250 carrier systems)
• Demonstrate deep understanding in all lines of business Goosehead operates within
• Maintain quality standards of 98%+ accuracy and timeliness.
• Proactively identify and communicate service trends or recurring issues.

Skills Required

• Strong analytical and multi-tasking ability.
• Excellent written communication and problem-solving skills.
• Proficiency in carrier and CRM systems.
• Demonstrated coaching and peer training ability.

Qualifications

• Texas P&C license (required).
• 1–2 years in insurance service or related field.
• Proven performance in non-call support roles.
• Commitment to accuracy and service excellence
• High school diploma or equivalent
• Strong attention to detail and communication skills
• Bilingual (English/ Spanish) is a plus