Job Title: Customer Service Manager
Location: Austin, Texas
Department: Operations
Reports To: Director of Operations

Compensation:  $72,000-$78,000 plus 6% discretionary bonus

Who We Are:

HUB International is a leading global insurance brokerage providing a broad array of property and casualty, life and health, employee benefits, investment, and risk management products and services. At HUB, we believe in empowering our employees, investing in their development, and fostering a collaborative and inclusive work culture. Join our team and be part of a growing organization that values integrity, innovation, and service excellence.

Position Summary:

The Customer Service Manager plays a critical leadership role within HUB International, responsible for overseeing and optimizing the administrative functions that support our client services teams. This position ensures operational efficiency, compliance, and consistency across administrative workflows, while also contributing to an exceptional client experience. The ideal candidate is process-driven, detail-oriented, and passionate about supporting high-performing teams.

Mission Statement:

We are a highly committed, diverse financial services organization serving hundreds of thousands of retirement plan participants, individuals, and institutions across the United States.   We provide financial piece of mind and top of class solutions, investments, administration, and service.  We are committed to the highest Ethics, Competency, Customer Service, and providing our valued clients with the best and most competent professional team.

Key Responsibilities

• Oversees the call center of 15 Customer Service Representatives to ensure that we are providing excellent customer service and meeting our Service Level Agreements
• Tracks call metrics, chat response time, and email responses
• Creates training programs for new hires
• Manages the call center schedule to ensure proper coverage over lunches, holidays, and vacations
• Takes escalated participant inquiries

Qualifications

• 3+ years of experience in Retirement Client Services, Call Center, or Administrative Operations, with 2+ years in a supervisory or managerial role preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with insurance management systems (Vertafore Epic preferred).
• Experience with FreshDesk, Relius Administration, HubSpot
• Excellent organizational, communication, and interpersonal skills.
• Proven ability to lead, motivate, and manage a team in a fast-paced, deadline-driven environment.
• Demonstrated analytical and problem-solving skills with attention to detail.
• Ability to prioritize and manage multiple tasks and projects effectively.
• Bachelor's degree or equivalent work experience preferred.

What We Offer

• Competitive compensation and benefits package
• $72,000-$78,000 per year plus 6% yearly discretionary bonus
• Medical, Dental, Vision, 401k match, company paid STD & Life Insurance, Parental Leave.
• Comprehensive wellness and employee assistance programs
• Career advancement and development opportunities
• A dynamic and collaborative work environment
• HUB Cares: Company-wide initiatives supporting our communities

Join HUB International and be part of a growing team that puts people first.

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Department Account Management & Service

Required Experience: 2-5 years of relevant experience

Required Travel: No Travel Required

Required Education: Bachelor's degree (4-year degree)

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.

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