Manager, Residential Customer Support

🔥 0 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

💵 $89k - $105k / year

⏰ 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 Residential Customer Support supervisors, leads, and frontline support teams across a multi-state operation • Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key customer support performance measures • Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes while balancing customer experience and business objectives • Develop and execute action plans to improve customer experience, operational performance, and team effectiveness • Identify and eliminate customer friction points while driving improvements that simplify the customer experience, reduce repeat contacts, and address underlying root causes • Foster a customer-centric culture focused on accountability, responsiveness, continuous improvement, and delivering exceptional customer experiences • Support customers throughout the customer lifecycle, including billing support, payments, account maintenance, service changes, move requests, and general account support needs • Identify opportunities to improve customer outcomes through product education, service right-sizing, and promotion of solutions that best meet customer needs • Support service reconnection efforts and customer retention opportunities by helping customers navigate payment and account-related challenges • Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans • Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives • Manage escalated customer concerns with a sense of urgency and ensure timely and effective resolution while performing root cause analysis to prevent future escalations • Partner across the organization to improve customer outcomes, operational effectiveness, and service delivery • Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action • Regularly communicate operational results, challenges, and action plans to leadership

🎯 Requirements

• 5+ years of customer support, contact center, customer experience, billing operations, collections, or related leadership experience • 3+ years of leadership experience managing supervisors, team leads, or equivalent leadership roles • Experience leading high-volume customer service, customer support, billing, collections, or contact center operations • Demonstrated success improving operational performance through coaching, accountability, data analysis, and process improvement • Strong analytical, problem-solving, decision-making, and communication skills • 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 ($89 - 105K DOE) • 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 • Additional Perks: Free services if living within service area, Career progression opportunities, Collaborative work environment