FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Manager, Customer Support – Claims Operations
Berkshire Hathaway GUARD Insurance Companies. Lead, coach, and develop supervisors and frontline representatives .
Posted 10/26/2026full-timeWilkes-Barre • Pennsylvania • United StatesMid-LevelSenior💰 $60,000 - $90,000 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading contact center operations, optimizing performance metrics, and fostering a customer-focused culture. Proficient in managing complex escalations and implementing continuous improvement initiatives within a regulated environment.
Highest-signal resume keywords
Leadership ExperiencePerformance Metrics ManagementCustomer Service OperationsClaims Operations SupportProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance MetricsCoachingQuality ProgramsProcess ImprovementWorkforce ManagementQuality AssuranceAnalyticsAutomationAI-Enabled Service ToolsCRM
Soft Skills
CommunicationProblem-SolvingDecision-MakingMulti-Priority ManagementCustomer Focus
Tools & Technologies
Contact Center PlatformsReporting ToolsMicrosoft Office
Certifications & Qualifications
LeanSix SigmaCOPCInsurance Designations
Industry Keywords
Insurance IndustryProperty & CasualtyRegulated EnvironmentClaims Operations
About the role
Key responsibilities & impact- Lead, coach, and develop supervisors and frontline representatives
- Establish clear expectations for service, quality, productivity, attendance, professionalism, and compliance
- Support Claims Operations
- Drive performance across key service metrics, quality standards, and customer satisfaction goals
- Oversee daily contact center operations and workforce planning
- Partner with Operations, Underwriting, Billing, Claims, Compliance, Training, and IT teams 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
Requirements
What you’ll need- 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
- Insurance industry experience, preferably Property & Casualty
- Knowledge of customer service operations in a regulated environment
- Prior experience supporting claims operations or handling claims-related customer contacts is highly desirable
- Experience with workforce management, quality assurance, analytics, automation, or AI-enabled service tools
- Lean, Six Sigma, COPC, insurance designations, or similar certifications
Benefits
Comp & perks- Hybrid schedule: 2 days remote / 3 in-office
- Competitive pay
- Generous PTO
- Medical, dental & vision starting day one
- 401(k)
- Tuition reimbursement
- Longevity bonuses
- Opportunities to grow
- Supportive leadership
- Collaborative teams