Customer Support Operations Manager

Berkshire Hathaway GUARD Insurance Companies; Wilkes-Barre (Luzerne County); 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 day1

401(k), tuition reimbursement & lon g

Job summary

Berkshire Hathaway GUARD Insurance Companies in Wilkes-Barre, PA, is seeking an experienced Manager, Customer Support to lead our contact center operations, coach supervisors, and drive service excellence for a nationwide client base. You will oversee daily operations, manage escalations, analyze performance data, and partner with Operations, Underwriting, Billing, Claims, and IT to improve processes.

This role supports a collaborative culture with a hybrid schedule and opportunities for career

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.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with CRM, contact center platforms, reporting tools, and Microsoft Office.

Responsibilities

• Lead, coach, and develop supervisors and customer support representatives.
• Drive performance across key service metrics, quality standards, and customer satisfaction goals.
• Oversee daily contact center operations and workforce planning.
• Partner with teams across Operations, Underwriting, Billing, Claims, Compliance, Training, and IT to improve processes and customer outcomes.
• Manage complex customer escalations and ensure effective resolution.
• Analyze performance data, identify trends, and implement continuous improvement initiatives.
• Support and optimize contact center technology, reporting, and automation tools.
• Foster a positive, accountable, and customer-focused culture.

Skills

Leadership

Customer service

Communication

Problem-solving

Education

Bachelor's degree or equivalent

Tools

CRM systems

Contact center platforms

MS Office

Reporting tools

Job description

Berkshire Hathaway GUARD Insurance Companies in Wilkes-Barre, PA, is seeking an experienced Manager, Customer Support to lead our contact center operations, coach supervisors, and drive service excellence for a nationwide client base. You will oversee daily operations, manage escalations, analyze performance data, and partner with Operations, Underwriting, Billing, Claims, and IT to improve processes.

This role supports a collaborative culture with a hybrid schedule and opportunities for career