Jobs in the United States

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Added 7 mins ago
ConvergeHEALTH - Health Care Analytics and AI Senior Product Owner_Products & Platforms
Deloitte
Kansas City, MO
+ Managing day-to-day backlog operations, including prioritization, grooming, and sprint planning, while balancing near-term delivery needs with longer-term product direction.
Added 7 mins ago
ConvergeHEALTH - Health Care Analytics and AI Senior Product Owner_Products & Platforms
Deloitte
Saint Louis, MO
+ Managing day-to-day backlog operations, including prioritization, grooming, and sprint planning, while balancing near-term delivery needs with longer-term product direction.
Added 10 mins ago
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Cnc Machine Operator
Aerotek
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- $56,160 to $72,800 USD / year
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Added 11 mins ago
Sr. Security Engineer
Jobgether
Remote, United States
Develop and optimize security detections in Google SecOps in collaboration with a managed Security Operations Center (SOC) partner.
Added 11 mins ago
Senior Manager, Sales Operations - Data Analysis - Revenue Assurance
Jobgether
Remote, United States
…next steps. Our partner is looking for a Senior Manager, Sales Operations – Data Analysis – Revenue Assurance based in the United…
Added 11 mins ago
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Senior Manager, Data Management
Jobgether
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- $145,000 to $160,000 USD / year
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Senior Analytics Engineer
Jobgether
Remote, United States
- $155,000 to $170,000 USD / year
You will collaborate closely with Engineering, Analytics, Finance, and Operations to solve challenging data problems and improve business decision-making.
Added 11 mins ago
SAP Account Executive
Jobgether
Remote, United States
You will engage senior decision-makers and manage complex, multi-stakeholder sales processes involving IT, Operations, and executive leadership.
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Manager, Experience Cloud Specialists
Jobgether
Remote, United States
- $104,000 to $135,000 USD / year
Lead, coach, and develop a team of Experience Cloud Specialists, Senior Specialists, and Operations Specialists, establishing clear performance expectations, development plans, and career…
Added 11 mins ago
Head of Revenue Operations
Jobgether
Remote, United States
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Revenue Operations based in the United States.
Added 11 mins ago
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EverCommerce - Talent Acquisition Operations Manager
Jobgether
Remote, United States
- $130,000 to $150,000 USD / year
…partner is looking for an EverCommerce - Talent Acquisition Operations Manager based in the United…
Added 11 mins ago
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Director, Global Commercial Strategy & Operations
Jobgether
Remote, United States
- $187,100 to $247,100 USD / year
…partner is looking for a Director, Global Commercial Strategy & Operations based in the United…
Added 11 mins ago
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Director, Clinical Scientist (Respiratory)
Jobgether
Remote, United States
- $186,000 to $279,000 USD / year
You will collaborate with Clinical Operations, Regulatory Affairs, Biostatistics, Data Management, and Safety teams to deliver successful study outcomes.
Added 32 mins ago
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Adaptive Planning & Source Protection Manager (Environmental Regulatory Manager)
City of Portland
Portland, OR
- $136,884.8 to $193,086.4 USD / year
…interdisciplinary team and weaving resilience strategies into everyday operations, you’ll help ensure Portland’s water supply remains clean, reliable, and prepared for a changing…
Added 42 mins ago
Staff Security Engineer
Jobgether
Remote, United States
…perform complex tasks involving code, research, and business operations. As Staff Security Engineer, you will strengthen application security, cloud infrastructure, and software delivery…
Added 42 mins ago
Sr. Director, Analyst – Cybersecurity Executive Product Management
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Demonstrated Profit and Loss (P&L) ownership and strong understanding of business performance, commercial strategy, and go-to-market operations.
Added 42 mins ago
Senior Engineering Manager, DC Buying
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Encourage creative problem-solving and innovation to deliver products that improve customer operations and generate measurable business impact.
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Program Manager, AFCAP VI
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…Office and ensure operational readiness across contingency operations, military exercises, humanitarian missions, and installation support. You will manage multiple simultaneous task orders…
Added 42 mins ago
Network Operations Manager
Jobgether
Remote, United States
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Network Operations Manager based in the United States.
Added 42 mins ago
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Lead Backend Engineer
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Remote, United States
- $196,000 to $203,000 USD / year
Nice to have: Experience leading a live-service game through launch and post-launch operations, as well as previous experience in an independent or mid-sized game studio.
Added 42 mins ago
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International Tax Senior
Jobgether
Remote, United States
- $100,000 to $145,000 USD / year
Prepare and review international tax calculations, supporting workpapers, and tax reporting documentation covering global business operations.
Added 42 mins ago
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Infrastructure Engineer, Enterprise AI
Jobgether
Remote, United States
- $208,500 to $225,000 USD / year
Monitor application performance and infrastructure operations, identifying opportunities to improve reliability, maintainability, and the overall developer experience.
Added 42 mins ago
Geospatial and Digital Innovation Development Leader
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…initiatives, and help teams integrate new tools into their everyday operations. This is an opportunity to shape enterprise-wide digital capabilities while maintaining direct involvement in…
Added 42 mins ago
Claims Customer Service Manager
Jobgether
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The Claims Customer Service Manager will lead and develop customer service operations within a global travel insurance and assistance environment. This hands-on leadership role combines…
Added 54 mins ago
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Assistant Manager
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Help manage daily store operations including opening/closing, cash handling, and floor coverage.

Reserv

Customer Escalations Lead

Remote, United States

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Job details

Posting language: English
Posted: Oct 30, 2026

Original job description

About Reserv Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike. We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can't wait to meet you.

The Customer Escalations Team is our first line of service recovery. It works to resolve customer impacting issues quickly and to build strong collaboration across Claims, Account Management, Claims Ops, Data, and other internal teams.

Location Requirement Candidates must reside in an eligible U.S. state throughout employment. We are unable to hire candidates residing in California, Alaska, Hawaii, U.S. territories, or outside the United States.

About the role The Customer Escalations Lead is a player/coach role. The Lead carries a caseload of high-priority and complex escalations, manages the Customer Escalations Advisors on the team, and owns how the team works: its processes, tools, reporting and feedback to Claims. This is not a pure people management role. The Lead is a contributor on the team, with management experience, and stays close to the work. The role is mid-level and highly visible. It suits someone with a claims adjusting background, similar to our current Advisors, a background in project management, process improvement, and someone who has already led or coached others and is ready to take on formal responsibility for a team. The Lead works across various internal teams and helps shape the playbook for a highly-impactful customer facing team.

What you'll do Escalation Triage & Resolution

Carry a caseload of in-flight escalations raised by customers, Customer Success, or other internal teams, acting as a service recovery advisor
Investigate escalations with Claims Adjusters and Claims leadership to assess severity, assign ownership and make sure each issue is resolved
Serve as a direct point of contact for client stakeholders during escalations, setting expectations and communicating status
Apply claims domain expertise and root cause analysis to find out whether an issue stemmed from people, process, technology, or misaligned expectations
Provide regular updates to Account Managers and/or customers for customer-facing communication
Act as the first point of escalation for the Advisors, and take on the most sensitive or complex issues when needed

Team Leadership & Coaching

Manage and coach the Customer Escalations Advisors through regular one-on-ones, feedback, goal setting, and development planning
Drive performance reviews and performance management, in partnership with the Global VP of Customer Success
Assign escalations and balance workload across the team, including the Lead's own caseload • Set and reinforce a consistent standard for triage, client communication, documentation and follow-through
Provide coverage when an Advisor is out, and contribute to hiring and onboarding as the team grows

Process Improvement & Prevention

Design and implement streamlined processes within the team and across teams, including intake, triage, handoffs, and ownership of open issues
Lead the weekly escalation review to identify patterns, systemic issues and improvement opportunities
Recommend and help implement changes to workflows and claims handling based on escalation data
Create and maintain playbooks, escalation criteria, SOPs and internal documentation that reduce future escalations
Document issue types, frequency, and resolution paths to support learning across the team

Tools & Efficiency

Evaluate and implement tools that drive efficiency for the team, such as issue tracking, dashboards, templates, and automation
Develop deep expertise on internal tools and drive adoption amongst key stakeholders • Keep escalation data complete and consistent so it can be used for reporting and analysis • Partner with internal teams to surface recurring system issues, misconfigurations, and automation problems

Reporting & Visibility

Implement regular internal reporting on escalations
Support external reporting to clients in partnership with Account Managers • Report on escalation trends and metrics to Claims Leadership, Account Management, Executive Leadership, and other internal stakeholders to give the organization clear visibility into issues and potential solutions
Brief senior leadership on escalation drivers, trends and the status of fixes

Feedback Cycle to Claims

Facilitate a regular feedback cycle to Claims based on escalation patterns
Collaborate with Claims teams to improve workflows and claims handling hygiene, and to surface coaching opportunities
Initiate and lead internal projects to drive solution options to execution
Track follow-through on the feedback shared, and confirm that changes reduce repeat escalations

Cross-Functional Collaboration

Build working relationships with Claims, Account Management, Claims Ops, Data, Product, and other internal teams, as necessary
Operate within a line-of-business-aligned team structure and leverage domain knowledge on the team to assess issue context quickly and suggest relevant resolution paths

Success Metrics

Time to Acknowledge and Time to Resolve escalations
Volume and frequency of escalations per account or adjuster team
Escalation reopen and repeat rate
Number of systemic issues identified and resolved
Satisfaction of internal stakeholders (Customer Success, Claims Ops, Product) • Internal and external reports delivered on schedule
Adoption of new processes and tools by the team
Feedback items shared with Claims, and the share of them resolved
Development progress and engagement of the Advisors

Qualifications

Have claims adjusting experience in Auto, Property, Liability LOBs, or a comparable escalations background, similar to our current Advisors (5+ years is typical for the Advisor role) • Have some experience managing or leading others, such as a team lead, supervisor or formal mentor role, and want to grow as a people leader
Have worked directly with clients and are comfortable managing difficult conversations with client stakeholders
Are comfortable digging deep into customer escalations and can carry your own caseload while leading a team
Have significant experience with root cause analysis, identifying issue patterns and developing practical solutions that were put into practice
Have implemented process improvements or tools that made a team more efficient • Can build clear, regular reporting for internal teams and clients, and can brief senior leaders concisely
Have strong verbal and written communication skills and a calm, methodical approach to complex problems
Work well across Claims, Operations, Product and Customer teams
Are comfortable in a fast-growing startup environment where roles evolve and you help shape the playbook

Benefits

Generous health-insurance package with nationwide coverage, vision, & dental
401(k) retirement plan with employer matching
Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
Generous family leave policy after 8 months of continuous work
Work from anywhere to facilitate your work life balance
Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!

Why Join This Team The Customer Escalations Team is a high-impact team and key to enabling success for our customers and carrier partners. The Lead has direct input into how the playbooks and operating motions are built and works alongside Claims, Account Management, and other internal teams. This team helps protect client relationships and improve how Reserv delivers claims service. The role is open to internal and external candidates.

At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!

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