Agency-First Customer Support Manager

Berkshire Hathaway Guard; Pennsylvania; Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid schedule: 2 days remote / 3 in‑

Competitive pay + generous PTO

Medical, dental & vision starting day 

401(k), tuition reimbursement & tenure

Job summary

Berkshire Hathaway GUARD Insurance Companies in Wilkes-Barre, PA, is seeking a Manager, Customer Support to lead an agency-focused customer service operation supporting agents and producers through the policy life cycle. The role emphasizes developing people, improving service operations, and building cross‑functional partnerships.

The successful candidate will oversee daily contact center activities across voice and digital channels and drive KPIs.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of customer service or contact center experience.
• 3+ years of leadership experience managing supervisors or frontline teams.
• Strong experience with performance metrics, coaching, quality programs, and process improvement.
• Excellent communication, problem‑solving, and decision‑making skills.

Responsibilities

• Lead, coach, and develop supervisors and frontline representatives while building a culture of accountability, collaboration, and exceptional service.
• Champion an agency‑first service approach, ensuring agents receive accurate information, clear ownership, and timely follow‑through.
• Oversee daily contact center operations across applicable voice and digital channels.
• Monitor and improve performance across key measures such as service level, speed of answer, abandonment rate, average handle time, first‑contact resolution, quality, customer satisfaction, productivity, and schedule adherence.
• Use data to identify opportunities for improvement and partner with other departments to enhance the end‑to‑end agency service experience.
• Identify root causes of repeat contacts and lead improvements for efficiency.
• Oversee quality assurance, escalation management, workforce planning, and performance management.

Skills

Customer service

Leadership

Communication

Problem-solving

Prioritization

CRM

Education

Bachelor's degree

Tools

CRM systems

Contact center platforms

Reporting tools

Microsoft Office

Job description

Berkshire Hathaway GUARD Insurance Companies in Wilkes-Barre, PA, is seeking a Manager, Customer Support to lead an agency-focused customer service operation supporting agents and producers through the policy life cycle. The role emphasizes developing people, improving service operations, and building cross‑functional partnerships.

The successful candidate will oversee daily contact center activities across voice and digital channels and drive KPIs.