Manager, Commercial Customer Support

🕒 vor 2 Tagen

🏈 Alabama, Florida, +7 weitere Bundesländer – Remote

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

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🟠 Senior

💝 Kundenservice

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Clearwave Fiber

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

📡 Telekommunikation

Telecommunications

Clearwave Fiber ist ein Unternehmen, das sich der Bereitstellung von schnellen, zuverlässigen Glasfaser-Internetdiensten für Privat- und Geschäftskunden widmet. Mit einem Fokus auf 100% Glasfaserinternet bietet Clearwave überlegene Upload- und Download-Geschwindigkeiten, keine Datenbeschränkungen und eine erstklassige Zuverlässigkeit mit 99,9% Netzverfügbarkeit. Das Unternehmen investiert massiv in den Ausbau seines Glasfasernetzes, um mehr als 500. 000 Standorte zu erreichen und Konnektivität zu liefern, die sowohl den aktuellen als auch zukünftigen Anforderungen entspricht. Clearwave Fiber zielt darauf ab, das Interneterlebnis durch klare, transparente Preisgestaltung und 24-Stunden-Lokalsupport zu verbessern, angepasst an die Bedürfnisse einzelner Haushalte und Unternehmen.

Beschreibung

• 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

🎯 Anforderungen

• 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

🏖️ Vorteile

• 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