Fractional Customer Service (Claims) Manager

Silva-Lining HR is seeking a Fractional Customer Service (Claims) Manager for a client to oversee and optimize the end-to-end claims process, ensuring timely resolution, operational efficiency, and exceptional customer experience. This role requires a highly organized and proactive individual with experience in claims management, client communication, ticket pipeline management, and cross-functional project coordination.

The ideal candidate is proactive, highly responsive, solutions-oriented, communicates with professionalism and empathy, and thrives in an environment that requires strong ownership, accountability, and follow-through.

Responsibilities

• Oversee and manage the claims process to ensure timely and accurate resolution of customer issues
• Manage and maintain the ticket pipeline in HubSpot for order-related concerns, claims, and follow-ups
• Serve as the primary point of contact for all claim-related client communications, including phone and email support
• Handle escalated or complex claims and provide effective resolution strategies
• Lead project management efforts for claims resolution, including task delegation and coordination with internal team members, vendor partners, shipping providers, and repair services
• Monitor claims workflows to ensure deadlines and service expectations are consistently met
• Measure and analyze claim-related KPIs, including response times, resolution timelines, customer satisfaction, and operational efficiency
• Collaborate cross-functionally to improve claims handling procedures and customer service processes
• Analyze claims data to identify trends, recurring issues, and opportunities for process improvement
• Ensure compliance with company policies, procedures, and industry regulations
• Provide guidance, coaching, and support to customer service representatives as needed

This is a fractional, fully remote contractor opportunity requiring approximately 10 hours per week (around 2 hours daily), with availability aligned to EST business hours.

Requirements:

• Bachelor’s degree and/or equivalent related field experience
• 3–5 years of experience in claims management, customer service, or a related operational support role
• 2+ years of experience using HubSpot or similar CRM/ticketing platforms
• Proven experience with Shopify and project management software
• Strong project coordination skills with the ability to manage multiple moving parts simultaneously
• Excellent communication and interpersonal skills, particularly in client-facing situations
• Proficiency in claims management software and customer support systems
• Strong analytical skills with the ability to interpret data and generate actionable reports
• Highly detail-oriented with excellent organizational and time management skills
• Previous management experience overseeing teams, monitoring performance, and maintaining quality control standards
• Strong leadership skills with the ability to motivate, guide, and support team members
• Comfortable working independently in a fully remote environment
• Ability to manage sensitive customer situations with professionalism, urgency, and empathy