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.ResponsibilitiesOversee and manage the claims process to ensure timely and accurate resolution of customer issuesManage and maintain the ticket pipeline in HubSpot for order-related concerns, claims, and follow-upsServe as the primary point of contact for all claim-related client communications, including phone and email supportHandle escalated or complex claims and provide effective resolution strategiesLead project management efforts for claims resolution, including task delegation and coordination with internal team members, vendor partners, shipping providers, and repair servicesMonitor claims workflows to ensure deadlines and service expectations are consistently metMeasure and analyze claim-related KPIs, including response times, resolution timelines, customer satisfaction, and operational efficiencyCollaborate cross-functionally to improve claims handling procedures and customer service processesAnalyze claims data to identify trends, recurring issues, and opportunities for process improvementEnsure compliance with company policies, procedures, and industry regulationsProvide guidance, coaching, and support to customer service representatives as neededThis is a fractional, fully remote contractor opportunity requiring approximately 10 hours per week (around 2 hours daily), with availability aligned to EST business hours.RequirementsBachelor’s degree and/or equivalent related field experience3–5 years of experience in claims management, customer service, or a related operational support role2+ years of experience using HubSpot or similar CRM/ticketing platforms2+ years of experience using a project management softwareStrong project coordination skills with the ability to manage multiple moving parts simultaneouslyExcellent communication and interpersonal skills, particularly in client-facing situationsProficiency in claims management software and customer support systemsStrong analytical skills with the ability to interpret data and generate actionable reportsHighly detail-oriented with excellent organizational and time management skillsStrong leadership skills with the ability to motivate, guide, and support team membersComfortable working independently in a fully remote environmentAbility to manage sensitive customer situations with professionalism, urgency, and empathy