Manager, Commercial Customer Support

🔥 2 minutes ago

🏈 Alabama, Florida, +7 more states – Remote

🏈 Alabama – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🌪️ Kansas – Remote 🏈 Ohio – Remote 🚗 Michigan – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Clearwave Fiber

WebsiteLinkedInAll Job Openings

201 - 500 employees

📡 Telecommunications

Telecommunications

Clearwave Fiber is a company dedicated to providing high-speed, reliable fiber optic internet services to both residential and business customers. With a focus on 100% fiber internet, Clearwave offers superior upload and download speeds, no data caps, and premium reliability with 99. 9% network uptime. The company invests heavily in expanding its fiber optic network to reach more than 500,000 locations, delivering connectivity that meets both present and future demands. Clearwave Fiber aims to enhance internet experience by providing straightforward, no-surprises pricing and 24-hour local tech support, tailored to fit the needs of individual homes and businesses.

📋 Description

• Lead Commercial Customer Support supervisors, leads, and frontline support teams supporting a diverse portfolio of business customers across a multi-state operation • Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key commercial customer support performance measures • Build and maintain a customer-centric culture focused on responsiveness, professionalism, accountability, and long-term customer relationships • Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes • Develop and execute action plans to improve customer experience, operational performance, and team effectiveness • Manage complex customer issues, billing inquiries, service requests, account changes, and escalations while ensuring timely follow-up and resolution • Support customers throughout the commercial customer lifecycle, including account maintenance, billing support, service modifications, contract-related inquiries, and ongoing account support needs • Develop team expertise across commercial products and services, including data, voice, hosted communications, transport, and other business solutions • Identify opportunities to improve customer outcomes through product education, service optimization, and solutions that best meet customer needs • Build strong partnerships with Sales, Commercial Project Management, Service Delivery, Billing Operations, Technical Support, and other internal teams to ensure a seamless customer experience • Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives • Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans • Manage escalated customer concerns with a strong sense of urgency while ensuring consistent communication, proactive follow-up, and timely resolution • Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action • Regularly communicate operational results, customer risks, challenges, and action plans to leadership • Other duties as assigned

🎯 Requirements

• 5+ years of customer support, account management, customer success, commercial operations, telecommunications, or related leadership experience • 3+ years of leadership experience managing supervisors, team leads, account management teams, or equivalent leadership roles • Experience supporting business customers in a high-touch, relationship-focused environment • Demonstrated success managing complex customer issues, escalations, and cross-functional initiatives • Strong analytical, problem-solving, decision-making, and communication skills • Ability to interpret contracts, billing structures, service agreements, and customer requirements • Ability to build strong relationships with customers and internal stakeholders while maintaining professionalism and accountability • Ability to manage multiple priorities in a fast-paced and evolving environment • Experience leading remote or geographically dispersed teams • Ability to travel periodically as business needs require

🏖️ Benefits

• Competitive salary • Lucrative short-term & long-term bonus plans • Medical, dental, and vision plans – start on day one! • Life insurance (self, spouse, children) • PTO - Up to 20 days • 10 paid holidays • 401(k) with 4% company match and 100% vested immediately • Employee Assistance Plan • Employee Referral Plan • Free services if living within service area • Career progression opportunities • Collaborative work environment