Member Support Leader
Branch is on a mission to make insurance less expensive, so more people can be covered. We innovate using data, tech, and automation to simplify insurance from start to finish—we eliminated inaccurate quotes in favor of real prices, created a better way to bundle, and cut unnecessary costs in the traditional insurance process. Then we pass those savings along to our members. Basically, we’re doing insurance the way it was meant to be.
But we didn’t just create the insurance we’ve always wanted, we also created the company we’ve always wanted to work for. As we redefine insurance, we also want to redefine what it means to work in insurance. Find out for yourself.
Branch has a preference for candidates in Ohio, but is open to candidates located in AL, AZ, CT, FL, GA, ID, IL, IN, IA, KS, KY, LA, MD, MA, MI, MN, MS. MO, NE, NV, NJ, NC, ND, OH, OK, PA, SC, SD, TN, TX, UT, VA, and WI.
Branch is remote first, with most Branchers choosing to work from home. Our headquarters are located in Columbus, Ohio, where we come together from time to time to build relationships and connect with each other in real life. Once a year, the entire company gathers for “BranchFest”, a highlight of the year for many Branchers.
About the Member Support Leader role
Our Member Support Team is committed to make it effortless for Branch's members to manage their policies through assistance via Phone, Chat, Email, and Text. The Member Support Leader plays a critical frontline leadership role within the Branch ecosystem, guiding a team of Member Support Specialists to deliver exceptional service across all channels (phone, chat, email, SMS). This role focuses on real-time coaching, day-to-day operational execution, and creating a strong, supportive team culture grounded in performance, accountability, and the Branch’s core values.
Our Member Support team lives into Branch's "Roots", embracing our culture and focusing on the importance of getting our member’s backs. Through listening, problem solving, providing guidance for members to properly protect themselves through bundling and coverage counseling, as well as setting expectations on any follow-up items, our team works hard to create a lasting positive experience for each Branch member.
Key Responsibilities
Team Leadership and Performance
- Lead a team of Member Support Specialists, providing direct coaching, guidance, and support.
- Conduct regular 1:1s and team huddles to ensure goal alignment and reinforce key service behaviors.
- Drive performance using KPIs, QA insights, and feedback loops to develop individual and team growth
- Foster a culture of ownership, collaboration, and continuous improvement
Member Experience Excellence
- Ensure team members provide clear, empathetic, and efficient service in every interaction.
- Support escalated member interactions, modeling composure and solution-oriented thinking.
- Promote adoption of Branch’s call flow, documentation, and compliance expectations.
- Partner with QA, Workforce Management, and Training to ensure operational readiness
Collaboration and Execution
- Participate in cross-functional discussions and initiatives to improve member outcomes.
- Provide feedback to enhance systems, tools, and processes based on frontline experience.
- Support the onboarding/training new specialists to ensure a consistent and thorough ramp-up period.
- Reinforce change management efforts, ensuring team alignment and communication around updates
Skills, Knowledge, and Expertise
- Possesses a current and valid Property and Casualty Insurance license
- 1+ year in a frontline agent role (Member Support, Agency Support, Claims)
- 1+ year of leadership experience in a contact center or frontline service environment
- Demonstrated ability to coach, develop, and support high-performing teams
- Strong communication skills with a focus on action, clarity, and empathy
- Proficient in interpreting performance data and using it to inform coaching and decisions
- Calm, solutions-oriented approach to handling escalations and operational challenges
- Acts with integrity, humility, and empathy to support teammates and members
- Takes initiative to strengthen team performance and morale
- Leads by example in embracing our Roots and promoting service excellence
- Subject matter expertise in contact center platforms (e.g., Front, Staff)
- Strong understanding of Branch’s call flow and support philosophy
- Effectively guides others to uphold high standards for member-first communication and service.
- Experience in high-volume environments with cross-channel servicing (phone, chat, email, SMS)
- Exposure to change management and/or onboarding processes
- Handles routine and moderately complex issues; collaborates with peers and cross-functional partners; aligns closely with the Member Support Director
- Provides direct supervision to frontline specialists; leads team performance, coaching, and development
Why join us at Branch?
We’re all about getting back to getting each other’s back—that means Branchers, too. So we provide benefits that let you work and live to your fullest.
- Above-market salary—Branch is a data-driven company, so we do the math on salaries, too. If you get an offer from Branch, you can expect compensation that hits above the mark.
- Pay equity and transparency—Our pay isn’t just above market, it’s equitable. We let experience and performance drive your success, never your gender, race, orientation, or beliefs.
- Remote-first (with perks)—Work from where you’re most comfortable. We’ll take care of your work from home set-up and monthly internet. We also have a Columbus headquarters if you’d like to join us in an office.
- Flexible YouTime—We don’t just let you control your own time off. We actually encourage you to use it. After your first year at Branch, we’ll give you $1000 toward your next vacation.
- Employee stock options—You’re not just an employee. If you’re full-time, you’re also a part-owner. You’ll have stock options so you can invest in the company you’re helping to grow.
- Medical, vision, dental—Get all the coverage you need for a healthy, happy life.
- 401k and contribution matching—Invest in your future. Branch helps you get to retirement on time with a portion of your contributions matched each month.
What to expect
In light of recent hiring scams across the United States, here’s what the process will look like with Branch (so you know it’s us):
- Please apply to open positions directly through our site. If you don’t see it here, then it shouldn’t exist on another job board. If you’re ever unsure about the legitimacy of a Branch job posting found on another site, please check the listings here to verify.
- If you're selected to move onto the next phase of the hiring process, a member of our Branch talent team will reach out to you directly from the email domain @ourbranch.com to guide you through our process.
- The process will include a number of interviews, which will all happen either over the phone or on video calls.
- We will never ask for personal payment or require you to purchase equipment during our interview process. Always be sure to protect your personal information.
Equal Employment Opportunity Employer
At Branch, we are deeply committed to community. Branch is an Equal Employment Opportunity employer – All qualified applicants and/or employees will receive consideration for employment without regard to the individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
