Agency Support Manager

Agency Support Manager

About Monoline

Monoline is redefining the standalone personal umbrella insurance market with an unwavering focus on underwriting excellence, disciplined risk selection, and long-term profitability. Founded by proven entrepreneurs with a track record of successful ventures, Monoline is built on the principles of curiosity, innovation, and customer-centric solutions.

We believe in challenging the status quo, bringing fresh perspectives to a traditional industry, and designing intuitive, straightforward, and consistent products. Our philosophy is rooted in empathy -- understanding customer needs to create truly helpful solutions. We lead with gratitude, valuing every detail and the relationships we build along the way.

Our core values guide everything we do:

People First -- We build meaningful relationships, treating our team, partners, and customers with respect and care.

Positive Presence -- We bring energy and optimism to every challenge, fostering a supportive and motivated team culture.

Batteries Included -- We take initiative, think independently, and execute at a high level without waiting for direction.

Always Curious -- We seek knowledge, challenge assumptions, and continuously refine our approach to be the best at what we do.

About the role

The Agency Support Manager leads Monoline's Agency Support team. You own the people, the systems, and the outcomes: the specialists who serve our agents every day, the AI and knowledge infrastructure that lets a small team punch far above its weight, and the metrics that tell us whether any of it is working.

This is a hands-on management role, not a hands-off one. You'll manage and grow a small team of support specialists while staying close enough to the work to take the hardest escalations yourself and to know exactly where our agents get stuck.

You'll also be the operator behind our support technology. Fin AI runs across voice, chat, and email at Monoline, and you'll own its behavior end to end: guidance, escalation logic, channel strategy, and the automation economics behind it. Where support needs something the product doesn't do yet, you'll work directly with Engineering and Product to define it, test it, and ship it.

This role is ideal for a support leader who thinks like an operator, is energized by building the machine rather than just running it, and brings a "Batteries Included" approach to making support feel effortless to the agents on the other end.

Key Responsibilities

A. Lead and Grow the Agency Support Team

Manage a team of Agency Support Specialists as their direct manager: set expectations, run 1:1s, give real feedback, and develop people toward their next step. Own staffing and coverage, including scheduling, PTO backup, capacity planning, and the hiring and onboarding of new specialists as the team scales. Build a quality program that goes beyond gut feel: review conversations, define what great support looks like at Monoline, and coach against it. Turn recurring escalations and skill gaps into training, documentation, and better process. Stay hands‑on by carrying the most complex, sensitive, and high‑stakes agent issues yourself across phone, chat, and email.

B. Own Fin AI and the Knowledge Base

Take end-to-end ownership of Fin AI across voice, chat, and email: guidance, tone, escalation rules, channel posture, and how cleanly automation hands off to a human. Set the roadmap for what Fin should take on next and what it should never touch. Own the knowledge base as a system, not a folder, keeping content accurate, well‑structured, and written so that both agents and AI can rely on it. Monitor automation rate, resolution rate, and CX outcomes, then iterate deliberately to move those numbers without sacrificing quality. Own the vendor relationship and the economics: track cost per resolution, understand where volume is going, and make the case for changes in tooling or configuration when the math or the experience calls for it.

C. Partner with Engineering and Product

Be the voice of the agent inside product development. Translate support signal into clear, prioritized problem statements for Engineering and Product, and stay involved through delivery rather than handing off a ticket and hoping. Specify and test the internal tooling and automation your team depends on, and participate in release readiness so support is never surprised by what ships. Work with Engineering on the integrations, data, and instrumentation that support and Fin AI need to work well. Close the loop by telling the team and our agents what changed and why.

D. Measure What Matters

Own reporting for Agency Support: volume, automation and resolution rates, CX, escalations, response and resolution times. Define the targets the team is held to and make performance visible enough that everyone knows where they stand week to week. Surface trends and recurring pain points and translate them into concrete recommendations for Product, Operations, and the broader support roadmap.

Qualifications & Experience

• People management experience in a support or service organization. You've managed direct reports, run performance conversations, and hired and onboarded people yourself.

• Hands‑on experience with Intercom and Fin AI, configuring and iterating on Fin guidance, escalation rules, and help‑center / knowledge‑base content. This is central to the role, not a nice‑to‑have.

• A proven escalation‑tier operator who stays calm under pressure and owns complex issues end‑to‑end across phone, chat, and email. You still like the work.

• Experience partnering with Engineering and Product: writing clear requirements, testing what gets built, and advocating for the support org without becoming a ticket queue.

• Strong written communicator, able to craft clear, accurate knowledge‑base and Fin guidance content that both agents and AI can rely on.

• Comfortable with data and reporting, turning support metrics into insight and action.

• Experience in insurance, with personal lines exposure a strong plus.

• Startup experience is a plus. You're energized by a fast‑moving environment and comfortable building structure from ambiguity.

• Self‑starter with a "Batteries Included" mentality, able to operate independently and own outcomes end‑to‑end.

• Must reside in the United States. This is a fully remote role.

Why Monoline?

• Join a forward‑thinking, fast‑growing company committed to being the best it can be for its customers.

• Take on a role that shapes Monoline's brand and interactions with its users.

• Work with a team that values expertise, execution, and long‑term thinking and collaboration.

• Wake up excited to go to work, knowing you will see the impact you are making each day.

Benefits

Helping employees to maintain a healthy work‑life balance is essential for us to continue being a strong, happy, and healthy team:

• Health, dental & vision insurance plans

• 401K match

• Equity - Stock Options

• Unlimited time off

• Paid parental leave

• Flexible schedule & work from home options

We are an equal opportunity employer and value diversity at our company. The US base salary range for this full‑time position will be determined by role, level, and location, and will include benefits, salary, and bonus.

Remote restrictions

Must be a resident of United States