Customer Service Supervisor

At Honeycomb, we're not just building technology , we’re reshaping the future of insurance. 

In 2025, Honeycomb  was ranked by Newsweek as one of “America’s Greatest Startup Workplaces,” and Calcalist named it as a “Top 50 Israel startup.” 

How did we earn these honors?

Honeycomb is a rapidly growing global startup, generously backed by top-tier investors and powered by an exceptional team of thinkers, builders, and problem-solvers. Dual-headquartered in Chicago and Tel Aviv (R&D center), and with 5 offices across the U.S., we are reinventing the commercial real estate insurance industry, an industry long overdue for disruption. Just as importantly, we ensure every employee feels deeply connected to our mission and one another.

With over $55B in insured assets, Honeycomb operates across 18 major states, covering 60% of the U.S. population and increasing its coverage.

If you’re looking for a place where innovation is celebrated, culture actually means something, and smart people challenge you to be better every day -  Honeycomb might be exactly what you’ve been looking for.

 

Customer Service Supervisor

What You’ll Do

The Customer Service Supervisor plays a key role in supporting and elevating our high-performing Customer Success team. As a supervisor, you will ensure their success by providing day-to-day coaching, resource planning, quality oversight, and escalation support. You’ll work closely with Customer Success Leadership and cross-functional partners to uphold our service standards, streamline workflows, and advocate for improvements that enhance the customer and agent experience.

Team Leadership & Development

• Lead, coach, and motivate a team of 8 CSRs to achieve performance goals and uphold customer experience standards.
• Support training and structured onboarding for new hires.Set clear performance expectations and provide actionable feedback through regular 1:1s.
• Own the quality auditing process using a quantitative rubric; deliver targeted coaching.
• Promote a positive, collaborative team environment and celebrate individual and team successes.

Operations & Performance Management

• Allocate resources and schedule coverage to balance workload and meet customer needs.
• Monitor key performance indicators (KPIs) and provide regular updates on team and individual performance.
• Identify workflow bottlenecks and recommend improvements to enhance efficiency and customer satisfaction.
• Assist in refining and updating knowledge base content to ensure accuracy and usability.

Customer Escalations & Issue Resolution

• Serve as a point of escalation for complex customer or agent issues.
• Partner with internal teams to resolve cross-functional challenges.
• Identify root causes of escalated issues and offer solutions to prevent recurrence.
• Maintain professionalism under pressure and mediate conflicts effectively.

Product & Process Insights

• Consolidate product feedback from CSRs, customers, and agents; escalate insights to Product and Operations partners.
• Review customer satisfaction surveys, identify trends, and drive action plans for improvement.

Requirements

• This is a Hybrid Role: Must be able to work from our downtown Chicago office three days per week (Tuesday through Thursday)
• 2+ years of experience leading customer service teams.
• Demonstrated people leadership skills, with the ability to coach and mentor.
• Strong communication skills: professional and adaptable to different audiences.
• Ability to analyze problems, drive decisions, and guide teams through complex issues.
• Familiarity with KPIs and performance metrics, with the ability to report on and influence outcomes.
• Strong organizational and time-management skills with the ability to balance multiple priorities.
• High emotional intelligence and empathy; calm under pressure and skilled in conflict resolution.
• Ability to collaborate across departments and maintain strong relationships.
• Comfort in a fast-paced, evolving environment; adaptable and solutions-oriented.
• Proficiency with CRM tools and support technologies.
• Commitment to fostering a culture of respect, learning, and operational excellence.

Benefits

• Base salary: $90,000 - $100,000 depending on experience
• Annual performance bonus eligible
• ISO stock options
• Medical, dental, and vision coverage for you and your dependents
• HSA with company contributions
• 401(k) (non-matching)
• Flexible time off 
• 10 company-paid holidays
• Paid family leave 
• Catered team lunch every Tuesday
• Monthly team events
• Free onsite gym membership