---
title: 'Service Team Lead at Gen Digital Inc.'
canonical: 'https://feeny.ai/job/service-team-lead-gen-digital-inc-united-states-1a9j7srhnnxc'
type: 'job'
last_seen: '2026-11-05'
---

# Service Team Lead at Gen Digital Inc.

- **Company:** [Gen Digital Inc.](https://feeny.ai/companies/gen-digital-inc)
- **Location:** United States
- **Compensation:** $15k–$65k
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-30
- **Last confirmed live:** 2026-11-05
- **Apply:** https://jobs.ashbyhq.com/gen-digital/e2679ff3-387e-48dd-9265-cb3e99a8e566

## Job description

## About the Role

The Service Team Lead is a goal-driven operational leader responsible for driving strong customer service outcomes by leading a high-performing remote service team and supporting the day-to-day operations of a call center environment. This role ensures consistent service quality, compliance, and customer satisfaction, while enabling agents to retain customers and identify appropriate cross-sell and upsell opportunities across insurance products. Reporting directly to the Director of Service, the Service Team Lead will accomplish this by improving agent performance through regular coaching and training, reviewing reports tracking team performance towards rigorous goals, and ensuring operational excellence in the maintenance and execution of daily call center activities. To be successful, this role will serve as one of the experts on agency decisions and develop their team to use best-in-class service practices.

## What you'll do

- Serve as an agency expert on P&C, ensuring that decisions are of high quality.
- Review reports that portray individual agent performance and service results; analyzing data to evaluate your team and inform operational changes.
- Regularly coach and mentor a team of 8-10 agents to achieve exceptional customer experiences, while fostering a culture of accountability and results.
- Monitor the day-to-day inquiry volume, agent schedule and adherence, while proactively adjusting and flexing to support demand.
- Proactively seek and suggest ways to improve internal processes and results program-wide, from cross-selling/upselling techniques to exceptional customer experiences.

## About you

- You have 3+ years of experience in a leadership role.
- You're an insurance expert with the ability to guide and evaluate P&C decisions.
- You have at least one active P&C or Personal Lines Insurance License.
- You're a creative problem-solver who’s excited to contribute to the strategic direction and dive in wherever necessary to achieve goals.
- You have an analytical mindset with the ability to identify data requirements, analyze data, and review reports.
- You're highly performance-oriented and able to motivate others in a proactive, positive, and firm manner.
- You have a strong sense of empathy for agents and customers.
- Bonus Points experience with early-stage or high-growth tech startups

## About Gen Digital Inc.

## Company Overview
- **One-liner**: Gen is a global leader in Cyber Safety, powering Digital Freedom through its trusted consumer brands Norton, Avast, LifeLock, and MoneyLion.
- **Entity Type**: Public (ticker not confirmed in provided sources; refer to SEC filings)
- **Headquarters**: Dual headquarters in Tempe, Arizona, United States, and Prague, Czech Republic
- **Founded**: Not explicitly disclosed; the merged entity (Gen) was formed in 2022 following the combination of NortonLifeLock and Avast
- **Founders**: Not publicly available for the merged company; predecessor brands were founded by Peter Norton (Norton) and Pavel Baudiš & Eduard Kučera (Avast)

## Core Business
- **Primary industry**: Cybersecurity (Cyber Safety), digital privacy, identity protection, and financial wellness
- **Target customers**: B2C (individuals and families), with some B2B2C offerings for enterprises and institutions (breach response, employee benefits)
- **Mission or purpose statement**: “Powering Digital Freedom” – giving people the confidence, tools, and insights to control, manage, and grow their digital and financial lives

## Products & Services
- **Norton**: Award-winning cybersecurity, online privacy, and device protection for individuals and families (SaaS security suites, VPN, password manager, etc.)
- **Avast**: AI-powered threat detection and digital security products focused on malware, privacy, and real-time protection (freemium model, top-ranked by industry experts)
- **LifeLock**: Identity theft protection with proactive monitoring, alerts, and dedicated Identity Restoration Specialists (U.S. leader)
- **MoneyLion**: Digital financial wellness platform offering Instacash, RoarMoney, Credit Builder Plus, and a marketplace for financial products (B2C and B2B2C)

## Market Standing
- **Valuation/Market Cap**: Not provided in search results; as a publicly traded company, refer to SEC filings for current market cap
- **Key Metric**: Nearly 500 million global users across the brand ecosystem; MoneyLion has processed $7.5B+ in transaction volume and served 81M+ users since launch
- **Notable Investors/Partners**: No specific investors cited; the company partners with leading institutions for breach response, employee benefits, and identity protection
- **Growth Signals**: 
  - Total cyberattacks blocked in 2024 is a key metric (exact number not shared)
  - MoneyLion’s rapid growth in transaction volume and user base
  - Expanding from protection into financial wellness and AI-driven personalization

## Competitive Advantages
- Family of trusted, globally recognized consumer brands (Norton #1 top-of-mind Cyber Safety brand, LifeLock leader in identity protection)
- Deep visibility into a vast threat network (machine learning and AI across ~500M users) enables superior threat detection and personalization
- Unique platform combining cybersecurity, privacy, identity restoration, and financial wellness – a “trust layer” for the digital economy
- Dual HQ presence (U.S. and Europe) provides diverse talent and regulatory insight

## Strategic Focus
- Building a unified AI-powered platform that delivers personalized, proactive, and automated Cyber Safety and financial empowerment
- Deepening leadership in Cyber Safety while extending into financial wellness to compound lifetime customer value
- Positioning Gen as the “trust layer” for the AI economy – bridging what AI can do and what consumers trust it to do
- Expanding B2B2C partnerships (breach response, employee benefits, identity protection for institutions)

## Why Work Here
- **Culture**: Emphasizes collaboration, innovation, a giving mindset, and customer obsession. Values include “Think Big. Be Bold.”, “Be Scrappy. Make it Happen.”, and “Play to Win. Together.”
- **Work model**: Hybrid – choose which days to be in the office with an expectation of three days per week; unlimited paid time off; recognized holidays; parental leave and leaves of absence
- **Benefits**: 
  - Employee Stock Purchase Plan (ESPP) 
  - Performance-based bonuses
  - Learning & development (Learn@Gen, mentorship, degree/certification reimbursement, 24/7 eLearning)
  - Wellness: virtual fitness, on-site gyms, Employee Assistance Program (EAP) extending to dependents
  - Adoption, foster care, fertility, and surrogacy benefits in 15+ countries
  - Global recognition program (“Inspire”) and diverse employee communities
- **Interview process**: Transparent – 15-30 min recruiter chat, 2-3 skill/team interviews (may include a task), then offer. Reflects the company’s collaborative culture.

## Sources
1. [gendigital.com](https://www.gendigital.com/us/en/) – Company overview, brand family, mission, and metrics
2. [gendigital.com](https://www.gendigital.com/us/en/who-we-are/) – Who We Are, strategy, and solution details
3. [gendigital.com](https://www.gendigital.com/us/en/life-gen/) – Careers page with culture, values, and interview process
4. [gendigital.com](https://www.gendigital.com/us/en/life-gen/jobs/) – Open roles listing
5. [gendigital.com](https://www.gendigital.com/us/en/benefits/) – Benefits overview (hybrid work, wellness, learning, compensation)

## Other roles at Gen Digital Inc.

- [Machine Learning Manager - MoneyLion](https://feeny.ai/job/machine-learning-manager-moneylion-gen-digital-inc-kuala-lumpur-zg8cqg5n9135) — Kuala Lumpur, Malaysia
- [Senior Principal Product Manager - MoneyLion (Rewards)](https://feeny.ai/job/senior-principal-product-manager-moneylion-rewards-gen-digital-inc-kuala-lumpur-afac1xa189z5) — Kuala Lumpur, Malaysia
- [Creative Director Gen Studio](https://feeny.ai/job/creative-director-gen-studio-gen-digital-inc-united-states-new-york-ny-17nfnk3bq0zh) — United States / New York, NY
- [Associate Creative Director - Copy](https://feeny.ai/job/associate-creative-director-copy-gen-digital-inc-united-states-new-york-ny-yb48r4s85t4v) — United States / New York, NY
- [Machine Learning Engineer - MoneyLion](https://feeny.ai/job/machine-learning-engineer-moneylion-gen-digital-inc-kuala-lumpur-6b7rzz97t62t) — Kuala Lumpur, Malaysia
- [Lead AI Scientist - MoneyLion](https://feeny.ai/job/lead-ai-scientist-moneylion-gen-digital-inc-kuala-lumpur-p26a1fja7fe2) — Kuala Lumpur, Malaysia
- [Senior Product Designer](https://feeny.ai/job/senior-product-designer-gen-digital-inc-london-6cztgra31q85) — London, United Kingdom
- [Senior Backend Engineer (Java/Spring)](https://feeny.ai/job/senior-backend-engineer-java-spring-gen-digital-inc-united-states-new-york-ny-ke13at53t8jv) — United States / New York, NY
- [Senior Backend Engineer - (Java/Spring Boot)](https://feeny.ai/job/senior-backend-engineer-java-spring-boot-gen-digital-inc-united-states-new-york-0a02b0t5cjdk) — United States / New York, NY
- [Principal Product Manager - MoneyLion Marketplace](https://feeny.ai/job/principal-product-manager-moneylion-marketplace-gen-digital-inc-united-states-gx5gtgp2ntgv) — United States / New York, NY