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:
06/02/2026Skills Required
- Strong technical skills in IP networking and telephony systems.
- Minimum 2 years management experience in a Service Center environment or equivalent.
- Excellent communication and decision-making skills.
- Knowledge of insurance policy servicing and claims operations preferred.
What We Do
Shelter Insurance® is a property casualty insurance company offering auto and home insurance in addition to several other insurance products, including: Life Insurance Renters Insurance Motorcycle Insurance RV Insurance ATV Insurance Boat Insurance Umbrella Insurance Personal Articles/Inland Marine Insurance Farm Insurance Business Insurance Shelter Insurance® products are sold by agents in 15 states— Arkansas, Colorado, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Missouri, Nebraska, Nevada, Ohio, Oklahoma and Tennessee. We consistently receive high ratings from A.M. Best Company (a national firm that rates the financial strength and operating performance of insurance companies) and we are a mutual insurance company, which means we are owned by our policyholders rather than stockholders, and governed by a Board of Directors. We believe integrity and a commitment to continuous improvement are essential, and we make customer service one of our top priorities. Our primary goal is to be a benefit to our customers, communities, employees and our nearly 1,400 licensed agents as we find ways to maintain our strong financial position and protect our policyholders. That view has served us well throughout our company’s history, and we expect it to carry us well into the future. The Past to the Present We opened our doors in 1946, but in those days, we were MFA Mutual Insurance® and we only offered auto insurance. We also only operated in Missouri. Through the years, the Shelter Insurance Group of Companies has expanded to 21 states and offers far more products than we did in 1946. The Group of Companies includes Shelter Life Insurance Company, Shelter Reinsurance® and AmShield Insurance®. Our Vision Redefine value in the insurance industry. Our Mission Statement Be a leader in our communities by providing daily value while we SHELTER what matters most.
