Manager, Customer Support - Agency Operations

Berkshire Hathaway GUARD Insurance Companies•Wilkes-Barre, PA

2d•$60,000 - $90,000•Hybrid

About The Position

The Manager, Customer Support leads an agency-focused customer service operation supporting agents and producers throughout the insurance policy lifecycle. The role focuses on developing people, improving service operations, and building strong partnerships across the business. Agency support includes policy servicing, billing, underwriting requirements, claims routing, documentation, access, and other day-to-day agency needs. The position is based at the Corporate Home Office in Wilkes-Barre, Pennsylvania, with an expectation to work in an office three days per week and remotely two days per week.

Requirements

Bachelor's degree or an equivalent combination of education and experience.
At least 5 years of customer service or contact center experience.
At least 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.

Nice To Haves

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.

Responsibilities

Lead, coach, and develop supervisors and frontline representatives while fostering 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 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 improvement opportunities.
Partner with Underwriting, Billing, Claims, Product, Operations, Compliance, Training, and Technology to improve the end-to-end agency service experience.
Identify root causes of repeat contacts, transfers, escalations, and other agency pain points, and lead improvements to 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.