Hybrid Claims Operations Manager - Customer Support

Berkshire Hathaway Guard; 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 day

Job summary

Berkshire Hathaway GUARD Insurance Companies in Wilkes-Barre, PA is seeking an experienced Manager, Customer Support to lead our claims-focused contact center. You will coach supervisors, drive service excellence, and align teams with performance metrics and continuous improvement initiatives.

The role requires strong leadership, CRM and reporting experience, and collaborative cross-functional work across departments. Hybrid work arrangement with 3 days in-office is available.

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 frontline representatives, establishing clear expectations for service, quality, productivity, attendance, professionalism, and compliance.
• Focus on supporting Claims Operations.
• 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

Communication

Problem solving

Prioritization

Cross-functional collaboration

Education

Bachelor's degree

Tools

CRM

Contact center platforms

Reporting tools

Microsoft Office

Job description

Berkshire Hathaway GUARD Insurance Companies in Wilkes-Barre, PA is seeking an experienced Manager, Customer Support to lead our claims-focused contact center. You will coach supervisors, drive service excellence, and align teams with performance metrics and continuous improvement initiatives.

The role requires strong leadership, CRM and reporting experience, and collaborative cross-functional work across departments. Hybrid work arrangement with 3 days in-office is available.