Customer Service Manager

Hub International Insurance • Austin, TX

7d • $72,000 - $78,000

About The Position

The Customer Service Manager plays a critical leadership role within HUB International, responsible for overseeing and optimizing the administrative functions that support our client services teams. This position ensures operational efficiency, compliance, and consistency across administrative workflows, while also contributing to an exceptional client experience. The ideal candidate is process-driven, detail-oriented, and passionate about supporting high-performing teams.

Requirements

• 3+ years of experience in Retirement Client Services, Call Center, or Administrative Operations, with 2+ years in a supervisory or managerial role preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with insurance management systems (Vertafore Epic preferred).
• Experience with FreshDesk, Relius Administration, HubSpot
• Excellent organizational, communication, and interpersonal skills.
• Proven ability to lead, motivate, and manage a team in a fast-paced, deadline-driven environment.
• Demonstrated analytical and problem-solving skills with attention to detail.
• Ability to prioritize and manage multiple tasks and projects effectively.
• Bachelor's degree or equivalent work experience preferred.

Responsibilities

• Oversees the call center of 15 Customer Service Representatives to ensure that we are providing excellent customer service and meeting our Service Level Agreements
• Tracks call metrics, chat response time, and email responses
• Creates training programs for new hires
• Manages the call center schedule to ensure proper coverage over lunches, holidays, and vacations
• Takes escalated participant inquiries

Benefits

• Competitive compensation and benefits package
• $72,000-$78,000 per year plus 6% yearly discretionary bonus
• Medical, Dental, Vision, 401k match, company paid STD & Life Insurance, Parental Leave.
• Comprehensive wellness and employee assistance programs
• Career advancement and development opportunities
• A dynamic and collaborative work environment
• HUB Cares: Company-wide initiatives supporting our communities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees