Assistant Customer Support Manager

🕒 July 6

🏄 California, Colorado, +5 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🎰 Nevada – Remote 🌲 Oregon – Remote 🏰 Missouri – Remote

💵 $26 - $30 / hour

⏰ Full Time

🟠 Senior

🔴 Lead

💝 Customer Support

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Race Communications

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1994

📡 Telecommunications

👥 B2C

🛍️ eCommerce

Telecommunications • B2C • eCommerce

Race Communications is a telecommunications company that provides high-speed internet and communication services to residential and business customers. They focus on delivering reliable broadband solutions, enhancing connectivity across various regions.

📋 Description

• Assist in leading and supporting customer support representatives through coaching, mentorship, and daily guidance • Reinforce performance expectations, service standards, and departmental goals • Provide real-time support and feedback to team members • Support development and delivery of training programs and onboarding • Act as a secondary escalation point for complex customer concerns, account issues, and service inquiries • Resolve escalated tickets and monitor customer interactions for service quality • Support customer retention efforts and address at-risk customers • Monitor ticket queues, coordinate workflows, and help distribute workload and coverage • Assist with customer inquiries, account updates, billing questions, and service requests • Handle customer interactions during high-volume periods • Identify process improvements and support implementation of tools, workflows, and customer-experience initiatives • Collaborate with Billing, Sales, Field Operations, and other internal teams • Track and analyze KPIs including response times, resolution times, and customer satisfaction • Monitor team performance and support leadership reporting • Ensure compliance with company policies and maintain documentation and knowledge-base content • Coordinate resolution of high-impact customer issues and strengthen long-term customer relationships

🎯 Requirements

• Eligibility for US employment without sponsorship • Minimum of 18 years of age • High School Diploma or GED required • 3–5 years of customer support service experience within the telecommunications industry preferred • Leadership or supervisory experience in a support environment preferred • Strong understanding of customer service processes, technical troubleshooting, and industry best practices • Proficiency in customer relationship management (CRM) software • Ability to manage competing priorities in a fast-paced technical environment • Ability to work nights, weekends, holidays, and overtime as needed • Ability to communicate effectively in English, including speaking, reading, writing, and comprehension • Proficiency in Spanish is a plus • Proficient use of Microsoft Teams, Word, Excel, PowerPoint, and teleconferencing applications • Functional use of common office equipment, computers, and office software

🏖️ Benefits

• 100% company-paid medical and dental insurance starting the 1st of the month following your start date • Free fiber internet service for all employees living in our service area • Growth potential, promotions, and new challenges • PTO including vacation and sick leave • 11 paid holidays • Paid birthdays • 401(k) matching at 4% • Competitive base salary • A culture built on integrity, mutual respect, and a shared purpose