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05/26/2026

Customer Services Technical & Support Manager

Job Description

A company built to serve you. It's your career, Shelter it!

Customer Services Technical & Support Manager

$78,949 - $101,055 minimum starting pay

Job Level: Manager

What You Will Be Doing:

Direct and oversee contact center technology, workforce management, analytics, and performance metrics in support of Customer Services operations across multiple locations. Responsible for the configuration, implementation, maintenance, and support of telephony and network systems, including integration with supporting business applications. Provide leadership to assigned staff, establish and maintain operational procedures, collaborate with internal business partners, and ensure the development and maintenance of service center reporting. Oversee scheduling administration and workload distribution across service channels and contact types, including policy service and sales, claims reporting, general inquiry, and related Customer Services functions. Develop business cases that outline project costs, service impact, and anticipated benefits for management and executive review. Lead technology initiatives that align with operational objectives and industry standards, leverage analytics to improve efficiency and service delivery, and support organizational change through structured implementation and communication.

What We're Looking For:

  • Strong technical skills and understanding of IP networking/telephony systems.
  • Demonstrates the ability to excel at understanding contact center operations and communicating complex technical solutions and issues.
  • Excellent communication, interpersonal, analytical, and decision-making skills.
  • Ability to diplomatically handle difficult situations and preserve good will.
  • Insurance knowledge acquired through various Shelter schools or equivalent training in another insurance environment.
  • A thorough knowledge of insurance policy servicing, sales, claims operations, legal compliance, policy provisions and coverage is preferred.
  • Must demonstrate superior skills for planning, organizing, and technical leadership.
  • Typically requires a minimum 2 years management experience in a Service Center environment or equivalent.
  • Ability to perform the essential functions of the position, with or without a reasonable accommodation

Shelter's uncompromising commitment to excellence doesn't stop with our customers. We recognize our employees are what make us a premier organization in the insurance industry. Shelter Employees enjoy such benefits as:

  • Health, Dental, Voluntary Vision and Prescription Drug Insurance
  • Savings and Profit Sharing 401(k)
  • Paid Time Off for Sick and Personal Leave, Vacation and Holidays
  • Vitality Wellness Program
  • "Dress for Your Day" Dress Code
  • Flexible Scheduling
  • And much more!

#IND1#

If interested, please apply by:

06/02/2026


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Shelter Insurance
Shelter Insurance

The Shelter Insurance® group of companies is a leader in the insurance industry, providing customers with exceptional insurance and financial products and services. Since opening our doors in 1946, we have become one of the most successful and financially-sound, super-regional insurance groups in the country.  We provide a variety of insurance options for our customers including auto, home, life  and business insurance.

 

We exist to be a leader in our communities by providing daily value while we SHELTER what matters most.

 

At Shelter Insurance® you feel like part of a family. Our leaders know employees personally and support a work/life balance. We’re a financially stable company with the desire to innovate and we enjoy a unique benefits plan you won’t find many places these days. We believe in doing the right thing and having a little fun along the way, supporting the communities where we live and work.

 

Shelter has a purpose driven culture that centers on:

 

This is your opportunity to be a part of an incredible company with people who encourage you and will help you grow personally and professionally.  We champion diversity and strive to provide opportunities.  Our family-oriented culture is one that promotes inclusion and positivity.  Together we have achieved the winner of the Award for Best Places to Work since 2017!

 

Shelter Insurance is proud to be Equal Opportunity Employers committed to creating a diverse and inclusive workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or other legally protected classifications.

 

If you have a disability and require reasonable accommodations for any part of the selection process, we're here to help you out. Please email ShelterJobs@ShelterInsurance.com.