Manager, Customer Support

Berkshire Hathaway Guard; Wilkes-Barre (Luzerne County); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid schedule

Generous PTO

Medical, dental & vision starting day

401(k)

Tuition reimbursement

Longevity bonuses

Job summary

Berkshire Hathaway GUARD, a nationwide Property & Casualty insurer, seeks a Manager, Customer Support to lead our contact center, coach supervisors, and drive service excellence from our Wilkes-Barre base. The role emphasizes customer outcomes, employee engagement, and operational performance.

With a hybrid work model (2 days remote, 3 in-office) and a compensation package including PTO, health benefits from day one, a 401(k), and tuition reimbursement, this position offers growth within a

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.
• 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

Communication

Problem-solving

Decision-making

Data analysis

Multi-tasking

Education

Bachelor's degree or equivalent

Tools

CRM

Contact center platforms

Reporting tools

Microsoft Office

Job description

Overview

Good Things Start Here.Good things are happening at Berkshire Hathaway GUARD Insurance Companies—an A+ (Superior) rated, nationwide Property & Casualty insurer backed by Berkshire Hathaway. With supportive leadership, collaborative teams, and opportunities to grow, GUARD is a place where people build meaningful, long‑term careers.

Good Things You Can Count On.

• Hybrid schedule: 2 days remote / 3 in‑office
• Competitive pay + generous PTO
• Medical, dental & vision starting day one
• 401(k), tuition reimbursement & longevity bonuses

Responsibilities

We're looking for an experiencedManager, Customer Support to lead our contact center operations, coach and develop team leaders, and drive service excellence. This role is responsible for ensuring customers receive timely, accurate support while improving operational performance, employee engagement, and overall efficiency.

What You'll Do

• 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

Qualifications

Required

• 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

Preferred

• Insurance industry experience, preferably Property & Casualty
• Knowledge of customer service operations in a regulated environment
• Experience with workforce management, quality assurance, analytics, automation, or AI-enabled service tools
• Lean, Six Sigma, COPC, insurance designations, or similar certifications

Core Competencies

• People leadership and talent development
• Operational discipline and accountability
• Customer experience and service recovery
• Data-driven decision-making
• Process improvement and change leadership
• Technology adoption and business partnership
• Clear communication and cross-functional collaboration

Salary Range:

$60,000 – $90,000.

In accordance with applicable pay transparency laws, the above range represents a good-faith estimate. Final compensation will be determined based on factors such as experience, credentials, geographic location, and other considerations permitted by law.

This role will be based out of our Corporate Home Office in Wilkes-Barre, PA. The successful candidate is expected to work in one of our offices 3 days per week/

Interview Integrity Notice: Berkshire Hathaway GUARD is committed to a fair and consistent hiring process. Candidates are expected to participate independently in interviews. Unauthorized recording, transcription, AI note-taking, or AI interview assistance tools may not be used during interviews without prior approval.