Manager, Customer Support - Claims Operations

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

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 experienced Manager, Customer Support to lead our claims-focused 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 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

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
• Prior experience supporting claims operations or handling claims-related customer contacts is highly desirable.
• 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.