Provides first-line support for operators, vendors, and internal teams by triaging tickets, managing queues, escalating issues, and meeting SLA expectations. Supports customer onboarding through data uploads, spreadsheet manipulation, AI accuracy reviews, and data audits. Configures templates and contract requirements, maintains documentation in Notion and knowledge bases, and contributes to cross-functional process improvements in a remote startup environment.

Directs the claims management function for Master Policy TLL and Contents Claims. Leads claims adjusters, oversees complex claim adjustment and settlements, ensures regulatory compliance, manages disputes and DOI complaints, represents the company in depositions, and improves departmental performance. The role also develops team capabilities, maintains external stakeholder relationships, and analyzes claims trends and operational metrics.