Customer Service Manager - remote

Customer Service ManagerJoin a collaborative, service-focused team where analytical rigor, sound judgment, and professionalism are valued. At Stillwater Insurance Group, as the Customer Service Manager, you will lead and develop a high-performing team while ensuring operational efficiency and exceptional customer experiences. This role is ideal for a hands-on leader who thrives in a fast-paced environment and is passionate about building strong teams, improving processes, and delivering measurable results.Why Stillwater?Stillwater Insurance Group is a mid-sized national insurance provider offering home, auto, and commercial insurance products across all 50 states. Headquartered in Jacksonville, Florida, with offices in New York and Omaha, we are known for our supportive culture, strong values, and people-first approach.Our employees describe Stillwater as a workplace with accessible leadership, strong integrity, and a genuine commitment to teamwork and professional growth. We emphasize collaboration, accountability, and internal development within a high-performing environment.The Customer Service Manager is responsible for overseeing the daily operations and personnel within the Customer Service Department. This position ensures compliance with company standards and regulatory guidelines while maintaining appropriate staffing levels to support customer needs. The role requires strong leadership, analytical thinking, and the ability to manage multiple priorities while delivering outstanding service outcomes. This is a remote position in the US; however, candidates located near one of our office locations have the option to work on-site .Key ResponsibilitiesLead, supervise, and develop customer service staff to drive performance and engagementConduct performance evaluations and provide ongoing coaching and mentorshipIdentify training needs and deliver development programs to enhance team capabilitiesProvide regular feedback and guidance to support employee growth and accountabilityPrepare and present weekly and monthly reports on departmental performance and key metrics to senior leadershipCoordinate recruiting efforts and support hiring initiatives for the departmentComplete annual performance reviews and manage employee development plansApprove weekly timecards and ensure accurate workforce managementResolve customer complaints, concerns, and inquiries in a timely and professional mannerEnsure consistent delivery of high-quality customer service experiencesPerform additional duties as assigned to support departmental and organizational goalsMinimum Qualifications4-6 years of proven leadership skills with sound judgment and decision-making abilityBachelor’s degree or equivalent combination of education and relevant experience (4–6 years)Active property and casualty or producer license requiredStrong ability to interpret policies, procedures, and operational guidelinesEffective written and verbal communication skills with the ability to present to groupsSolid mathematical and analytical skills, including interpreting data and reporting metricsDemonstrated problem-solving ability in complex or variable situationsProficiency in customer service systems, reporting tools, and standard office softwareStrong organizational, analytical, and project management skillsAbility to manage multiple priorities and meet deadlines in a fast-paced environmentHigh attention to detail and commitment to excellenceWhat You Can ExpectA collaborative, team-oriented work environmentOpportunities to lead and influence operational improvementsProfessional growth and development opportunitiesA culture that values accountability, innovation, and customer satisfactionThe ability to make a meaningful impact on both team performance and customer experienceJoin us and bring your leadership expertise to a team committed to delivering exceptional service and operational excellence.Employment offers are contingent upon successful completion of a background investigation and pre-employment drug screening. Stillwater Insurance Group is a drug-free workplace and an equal opportunity employer.Apply today to take the next step in your career as a Customer Service Manager.