Customer Support Manager

EquiTrust External•West Des Moines, IA

2d•Hybrid

About The Position

EquiTrust Life Insurance Company is a national carrier of competitive, client-friendly annuity products sold through a variety of distribution channels, including more than 20,000 independent agents and independent marketing organizations (IMOs). Since 2003, we have provided exceptional customer service to our clients by operating with integrity and passion. Our efforts are supported by a dedicated workforce who execute their responsibilities through teamwork and an entrepreneurial spirit. EquiTrust sells products nationwide and is headquartered in Chicago, Illinois, with operations in West Des Moines. As a Customer Support Manager, you will lead and develop a team of customer service professionals responsible for delivering exceptional support to policyholders, financial professionals, and internal partners. Working closely with Policy Administration and cross-functional teams, you will help ensure operational excellence, regulatory compliance, service quality, and a positive customer experience. We are looking for a collaborative leader who is passionate about customer service, team development, continuous improvement, and building an inclusive workplace where employees can thrive.

Requirements

High school diploma or equivalent required.
3+ years of leadership, supervisory, or team management experience.
5+ years of customer service experience, preferably in a contact center or service-focused environment.
Proficiency with Microsoft Office applications and the ability to learn and navigate multiple technology platforms.
Commitment to providing outstanding customer service and fostering an inclusive, respectful workplace.

Nice To Haves

Associate degree or higher preferred.
Equivalent combinations of education, training, and relevant experience will be considered.
Experience in life insurance, annuities, financial services, or related industries is preferred.
Experience managing multiple operational functions or teams is a plus.
Strong leadership, coaching, and employee development skills.
Excellent verbal, written, and interpersonal communication skills.
Strong analytical, organizational, problem-solving, and decision-making abilities.
Ability to manage multiple priorities, projects, and deadlines in a fast-paced environment.
Demonstrated ability to build effective working relationships across teams and organizational levels.
Experience using data and metrics to drive operational decisions and improve performance.
Ability to adapt to changing priorities and support organizational change initiatives.

Responsibilities

Lead, coach, and develop a team of customer service professionals to achieve service, quality, and operational goals.
Foster a positive, inclusive, and customer-focused culture that encourages engagement, collaboration, and professional growth.
Manage daily department operations, including staffing, workload distribution, scheduling, and performance management.
Support hiring, onboarding, employee development, performance evaluations, and succession planning initiatives.
Provide guidance and decision-making support for complex customer inquiries, escalations, exceptions, and operational issues.
Monitor key performance metrics and prepare reports to evaluate team performance, service levels, productivity, and operational effectiveness.
Conduct quality reviews to ensure accuracy, consistency, compliance, and a high standard of customer service.
Partner with leadership and cross-functional teams to establish department goals, implement process improvements, and support organizational objectives.
Ensure compliance with applicable regulations, company policies, and internal controls.
Communicate departmental updates, policy changes, and business initiatives through regular team meetings and ongoing communication.
Identify opportunities to improve processes, customer experiences, and team effectiveness.
Support special projects and other business initiatives as needed.