Manager, Customer Support - Agency Operations

Berkshire Hathaway GUARD Insurance Companies; Wilkes-Barre (Luzerne County); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid schedule

Competitive pay + generous PTO

Medical, dental & vision starting day

401(k), tuition reimbursement & longev

Job summary

Berkshire Hathaway GUARD Insurance Companies in Wilkes-Barre, PA, is seeking a Manager, Customer Support to lead an agency-focused service operation supporting agents and producers through the policy lifecycle. The role emphasizes people development, process improvements, and cross‑functional partnerships to deliver outstanding service.

The position is hybrid, requiring 3 days in the office and 2 days remote, with a salary range of $60,000–$90,000 and benefits starting day one.

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.
• Experience with CRM, contact center platforms, reporting tools, and Microsoft Office.
• Excellent communication, problem-solving, and decision-making skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Lean, Six Sigma, COPC, insurance designations, or similar certifications.

Responsibilities

• Lead, coach, and develop supervisors and frontline representatives.
• Champion an agency-first service approach with clear ownership and follow-through.
• Oversee daily contact center operations across voice and digital channels.
• Monitor performance metrics: SLA, speed of answer, AHT, CSAT, QA, and adherence.
• Use data to identify and drive improvement opportunities.
• Partner with Underwriting, Billing, Claims, Product, and Technology to improve service.
• Identify root causes of repeat contacts and lead improvements.
• Oversee QA, escalation, staffing, and performance management.
• Enhance contact center technology, reporting, self-service, analytics, and AI-enabled tools.
• Translate operational results into insights for senior leadership.

Skills

Communication

Problem solving

Decision making

Multitasking

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 a Manager, Customer Support to lead anagency-focused customer service operation supporting agents and producers throughout the insurance policy lifecycle. This role is ideal for a leader who enjoys developing people, improving service operations, and building strong partnerships across the business.

This position is centered around the agency and producer experience, including support related to policy servicing, billing, underwriting requirements, claims routing, documentation, access, and other day‑to‑day agency needs.

What You’ll Do

• 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 and producers 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 contact volume, staffing trends, quality results, agency feedback, and operational data to identify opportunities for improvement.
• Partner closely with Underwriting, Billing, Claims, Product, Operations, Compliance, Training, and Technology to improve the end‑to‑end agency service experience.
• Identify the root causes behind repeat contacts, transfers, escalations, and other agency pain points and lead improvements that make service easier and more efficient.
• Oversee quality assurance, coaching, escalation management, workforce planning, and performance management.
• Help enhance contact center technology, reporting, self‑service, automation, analytics, and AI‑supported capabilities.
• Translate operational results into clear insights and recommendations for senior leadership.

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 the insurance policy lifecycle, including policy servicing, billing, underwriting support, producer service, and claims routing
• Experience leading an agency, broker, producer, or other B2B service operation.Experience with workforce management, quality assurance, analytics, automation, or AI‑enabled service tools
• Lean, Six Sigma, COPC, insurance designations, or similar certifications

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.