Skip to main content
Back to jobs

Senior Manager, Customer Operations (Remote First)

External
zensurance logoZensurance · Toronto, On, Canada
Full-timeRemote1mo ago
Cover LetterConnect

Prepare for this interview

Elite

AI-generated questions, company research, and talking points tailored to this role

About the role

Zensurance is redefining commercial insurance for Canadian businesses. As a leading InsurTech, we make getting the right coverage simple, fast, and accessible through a digital-first experience. Our platform combines advanced technology with deep industry expertise to deliver tailored insurance solutions that help businesses thrive. Zensurance has been recognized for its rapid growth and industry impact: ✅ Deloitte's Technology Fast 50 (2023, 2024, 2025) ✅ Deloitte's Technology Fast 500 (2024, 2025) ✅ Top Insurance Employers (2022) At Zensurance, we value ownership, collaboration, and innovation. Our team thrives on solving complex challenges, challenging the status quo, and making a real impact in an industry ready for change. If you're looking to build something meaningful in a fast-growing, customer-focused company, we'd love to hear from you! Reporting to the Sales Director, you'll partner with Sales Operations to define the strategic vision and day-to-day execution of the Accounts Management department. You'll oversee our Commercial Insurance Accounts Team, building the high-velocity processes and workflows necessary to ensure a seamless customer journey. As a leader of leaders, you'll navigate performance conversations with empathy while translating company objectives into measurable outcomes. We'e looking for an operational expert with deep experience in high-volume Customer Support environments. Insurance experience is not required. We have plenty of industry experts on the team to support you. What we need is your ability to scale high-trust, high-performing teams and drive a relentless focus on the customer experience. Business is hard work, but insurance doesn't have to be! We empower business owners with simple, tech-driven insurance solut

Requirements

  • Leading Leaders: 8+ years in leadership roles, with demonstrated experience as a "leader of leaders" focused on mentoring management-level staff.
  • High-Volume Operations: 5+ years of experience in operational support, call center management, or service delivery. You have a track record of improving team-wide service metrics and understand the "rhythm" of a high-velocity environment.
  • Strategic Workflow: Strong understanding of frontline workflows, customer satisfaction drivers, and "one-touch" solutions.
  • Technical Proficiency: Deep experience in Zendesk and Salesforce, as well as modern Call Center Phone Systems.
  • Workforce Management: Strong understanding of Call, Chat, and Email KPIs, scheduling processes, and real-time operations.
  • Customer Journey Mapping: Experience mapping complex journeys and simplifying processes to improve efficiency.
  • Strategic Growth: The ability to drive process improvements that deliver growth in line with business goals.

Benefits

At Zensurance, we hire for talent and potential.The total cash compensation range including OTE for this role is $117,000, with a top earning potential of $142,000.Join Our Sales Team - Empowering Businesses, Building CareersAt Zensurance, we believe sales is about building relationships, providing value, and growing together. Here's what makes our team special:✔ We Fuel Your GrowthWe invest in your learning with a broad training schedule in your first three months. We have an open feedback culture and provide constant goal setting to help you advance your career.✔ A Culture of Support & InnovationYou'll have the software and technology to manage client interactions, including our in-house Broker Management System (BMS). We give you the tools you need to succeed.✔ Delivering Value to Canadian BusinessesYou'll empower Canadian small businesses with a simple approach to insurance. We work with over 50 providers, using our technology to quickly compare quotes. You'll provide expert advice, ensuring clients get the best coverage and price, with in-house claims support.✔ Leaders Who Support Your SuccessOur sales leaders mentor and guide you, offering regular one-on-one meetings and daily team support.✔ Clear Career GrowthOur well-defined growth tracks show you what's needed to take your career to the next level, aligning with your skills and ambitions.Benefits & Perks at Zensurance:At Zensurance, we know that when our people thrive, so does our business. That's why we offer a flexible, people-first work environment designed to support your well-being, growth, and success.If you're looking for a team that values learning, collaboration, and impactful work, we'd love to meet you!💻 Work Your WayRemote-first setup for added flexibilityHome office allowance to create a comfortable workspaceTop-tier tech: "Office in a box" with all necessary tech equipmentHalf days before public holidays: Enjoy half days before long weekends❤️ Your Health, Your WayFlexible health and dental plans for families, including mental health supportHealth & personal spending accounts to invest in wellness your wayParental leave top-up, because family comes first🚀 Investing in Your GrowthEducation assistance reimbursement for courses, conferences, books, and membershipsOpportunities to learn from industry experts and grow your career🤝 Staying ConnectedWeekly Friday huddles to share updates and connect across teamsVirtual & in-person team-building events to strengthen our cultureWe're building something special. Come be a part of it!

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at zensurance? Share your experience

Interested in this role?

Apply on the company's website.

Cover LetterConnect
Senior Manager, Customer Operations (Remote First) at Zensurance