Manager, Customer Support

Berkshire Hathaway GUARD Insurance Companies • Wilkes-Barre, PA

2d • $60,000 - $90,000 • Hybrid

About The Position

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. This role leads contact center operations, coaches and develops team leaders, and drives service excellence. The position is responsible for ensuring customers receive timely, accurate support while improving operational performance, employee engagement, and overall efficiency.

Requirements

• 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

Nice To Haves

• Insurance industry experience, preferably Property & Casualty
• Knowledge of customer service operations in a regulated environment
• 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 customer support representatives
• 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

Benefits

• Competitive pay
• Generous PTO
• Medical, dental & vision starting day one
• 401(k)
• Tuition reimbursement
• Longevity bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Manager