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 and PTO

Health benefits from day one

401(k) and tuition reimbursement

Job summary

Berkshire Hathaway GUARD Insurance Companies is seeking a Manager, Customer Support to lead an agency-focused customer service operation serving agents and producers through policy lifecycles. This role emphasizes developing people, improving service operations, and partnering across the business.

The position centers on agency experience, including policy servicing, billing, underwriting support, and claims routing. This is a leadership role with a hybrid work model and competitive compensation.

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.
• Champion agency‑first service with accurate info and ownership.
• Oversee daily contact center operations across voice and digital channels.
• Monitor and improve performance on key measures such as SLA, speed of answer, and CSAT.
• Use data to identify opportunities for improvement in service delivery.
• Collaborate with Underwriting, Billing, Claims, Product, Operations, Compliance, Training, and Tech.
• Identify root causes of repeat contacts and lead improvements.
• Oversee QA, escalation, workforce planning, and performance management.
• Enhance contact center tech, reporting, self‑service, automation, and analytics.
• Translate results into insights for senior leadership.

Skills

Leadership

Performance metrics

Coaching

Communication

Problem solving

Multitasking

CRM

Microsoft Office

Education

Bachelor's degree or equivalent combination of education and experience

Tools

CRM

Contact center platforms

Reporting tools

Microsoft Office

Job description

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.

Overview

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 an agency-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.

Required

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

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.