About Company
State Farm is a group of mutual insurance companies and financial services companies throughout the United States. We are the largest provider of auto and home insurance in the United States. Our mission is to help people manage the risks of everyday life, recover from the unexpected, and realize their dreams. We’re committed to our customers and to our employees, fostering a culture of support, growth, and innovation. With a strong focus on community and a forward-thinking approach to technology, State Farm continually strives to be a leader in the insurance and financial services industry, serving millions of policyholders nationwide. Join a team where your contributions are valued, and your career can truly thrive.
Job Description
Are you a seasoned leader with a passion for customer advocacy and building high-performing remote teams? State Farm is seeking an experienced and dynamic Customer Support Manager to lead our remote customer support operations. In this critical role, you will be instrumental in shaping the customer experience for a leading financial services and insurance provider, ensuring our remote teams deliver exceptional service that aligns with our brand promise. You will be responsible for fostering a supportive, engaging, and productive environment for a diverse team of remote customer support professionals. This position demands a strategic thinker who can not only manage daily operations but also contribute to the long-term vision of our customer support strategy, leveraging data and technology to drive continuous improvement. We are looking for someone who excels at developing talent, implementing best practices for remote work, and maintaining high standards of quality and efficiency in a virtual setting. If you thrive on empowering teams, enhancing customer satisfaction, and innovating within a remote framework, this opportunity offers a significant impact within a stable and respected organization. This is more than just a management role; it’s a chance to define the future of remote customer support leadership within State Farm, helping us adapt and excel in a rapidly evolving service landscape. You will collaborate closely with other departments to ensure a seamless customer journey and contribute to projects that enhance our overall service delivery model. Your leadership will directly influence employee engagement, customer loyalty, and the operational excellence of our remote support functions. We believe in investing in our leaders, providing ample opportunities for professional development and career advancement within the company.
Key Responsibilities
- Lead, coach, and develop a team of remote customer support specialists, fostering a positive and productive work environment.
- Oversee daily operations of the remote customer support team, ensuring adherence to service level agreements (SLAs) and quality standards.
- Implement and refine remote work best practices, tools, and processes to optimize team performance and engagement.
- Analyze customer feedback, support metrics, and operational data to identify trends, areas for improvement, and opportunities for proactive support.
- Develop and execute strategies to enhance customer satisfaction, retention, and loyalty through exceptional service delivery.
- Conduct regular one-on-one meetings, performance reviews, and team training sessions to drive continuous improvement and professional growth.
- Collaborate with cross-functional teams, including product, sales, and technology, to resolve complex customer issues and improve overall customer experience.
- Manage scheduling, attendance, and adherence to company policies within the remote team.
- Contribute to the strategic planning and execution of customer support initiatives, including technology adoption and process enhancements.
- Handle escalated customer inquiries and provide expert guidance to the team on complex cases.
Required Skills
- 5+ years of experience in customer support or service management.
- 3+ years of experience managing remote teams.
- Proven ability to lead, motivate, and develop a team in a virtual environment.
- Exceptional communication skills, both written and verbal, with a strong ability to articulate complex information clearly.
- Demonstrated ability to analyze data, identify trends, and make data-driven decisions.
- Proficiency with customer relationship management (CRM) software and remote collaboration tools.
- Strong problem-solving skills and the ability to handle high-pressure situations with composure.
- Solid understanding of customer service best practices and quality assurance methodologies.
Preferred Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- Experience in the insurance or financial services industry.
- Certifications in customer experience (CX) or project management.
- Familiarity with contact center technologies (e.g., Zendesk, Salesforce Service Cloud, Five9).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Generous paid time off and holidays.
- Opportunities for professional development and career advancement.
- Flexible work-from-home policy and support for remote work setups.
- Employee assistance program.
- Wellness programs and resources.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your experience in remote team leadership and customer support management. We look forward to reviewing your application and exploring how your skills and passion can contribute to our team.