Fractional Customer Service (Claims) Manager

Description 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 2+ years of experience using a 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 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