Customer Service Manager

Solvd US Our organization is redefining claims management across the auto and property space through a blend of AI innovation, proprietary technology, and expert-led services that deliver measurable results for insurers, fleets, rental, TPAs/MGAs, and adjacent industries.

Our US team combines automation, intelligence, and human expertise to simplify complex processes — accelerating cycle times, reducing costs, and improving outcomes across appraisal, repair, subrogation response, and auto/property estimating.

Our solutions help customers move beyond digital claims to a model that’s faster, smarter, and simpler — grounded in data accuracy, transparency, and customer experience.

As part of the Solvd Group, operating in 46+ countries, our mission is to drive results today while shaping the future of claims.

From FNOL to final settlement, we connect technology and expertise to deliver precision, performance, and confidence at every stage.

Customer Service Manager (Driver Services Manager) Our Customer Service Manager (Driver Services Manager) leads and develops the team of Driver Services Representatives who support drivers and clients throughout the full lifecycle of the vehicle repair and rental process.

This role is responsible for the day-to-day management, coaching, and performance of the customer service team, while also acting as an escalation point for complex driver, client, and vendor issues.

The Driver Services Manager ensures the team delivers proactive communication, manages vendor relationships effectively, and maintains high standards of service quality and cost control.

Success in this role requires strong leadership skills, sound judgment under pressure, and the ability to balance team development with operational and client demands.

What you’ll do:

• Directly manage, coach, and develop a team of Driver Services Representatives, including interviewing and training.
• Conduct regular one-on-ones, performance reviews, and coaching sessions to support representative growth and accountability.
• Monitor individual and team performance against service levels, response times, and customer satisfaction metrics; implement improvement plans as needed.
• Oversee performance management and conflict resolution within the team.
• Set clear expectations, provide feedback, and foster a positive, accountable, and collaborative team environment.