Customer Support Manager

EquiTrust Life Insurance Company • West Des Moines, IA

8d • Hybrid

About The Position

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.
• 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.
• 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.

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.

Benefits

• Medical, Dental & Vision coverage
• 401(k) with Company Match
• Paid time off: Vacation, Sick, Holiday, and more
• Paid Parental Leave for both Mothers and Fathers
• Hybrid/Remote Work Options
• Early Friday Closure

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED