Manager, Commercial Customer Support

🕒 il y a 4 jours

🏈 Alabama, Florida, +7 états de plus – Distant

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

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💝 Support Client

🦅 Parrain de Visa H1B

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Clearwave Fiber

Site WebLinkedInTous les Emplois

201 - 500 employés

📡 Télécommunications

Telecommunications

Clearwave Fiber est une entreprise dédiée à fournir des services Internet à fibre optique haut débit et fiables aux clients résidentiels et professionnels. Avec une concentration sur l'Internet 100% fibre, Clearwave offre des vitesses de téléchargement et d'envoi supérieures, sans plafonds de données et avec une fiabilité premium grâce à un temps de disponibilité du réseau de 99. 9%. L'entreprise investit massivement pour étendre son réseau de fibre optique afin d'atteindre plus de 500 000 emplacements, permettant une connectivité qui répond aux exigences actuelles et futures. Clearwave Fiber vise à améliorer l'expérience Internet en proposant des tarifs clairs, sans surprise, et un support technique local disponible 24 heures sur 24, adapté aux besoins des foyers et des entreprises.

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

🎯 Exigences

• 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

🏖️ Avantages

• 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