Assistant Customer Support Manager
Remote · На постоянной основе
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- Опыт
- Любой
- Зарплата
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- Открытия
- 1
- Опубликовано
- 13 часов назад
- Режим работы
- Работа из дома
- Резюме
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Описание работы
Role Overview
Race Communications is hiring a remote Assistant Customer Support Manager to help run and improve the customer support function. This position works closely with the Customer Support Manager to keep service levels strong, support the team day to day, and resolve complex customer issues with a retention-minded approach. The role is designed for someone who can coach others, manage escalations, and contribute to better customer experiences and lower churn.
About the Company
Race is a fiber internet provider focused on serving communities in California since 1994. The organization emphasizes relationship-based service, teamwork, integrity, and a people-first culture.
Work Location and Schedule
This is a remote role. Work is expected to be performed primarily from a home office five days a week. Employees may need to use their own phone and internet service for telecommuting, with reimbursement provided under Race's telecommuting policy. Occasional travel to Race offices or other off-site locations may be required.
Remote hiring is limited to candidates who live in California, Colorado, Florida, Missouri, Nevada, Oregon, Indiana, or Illinois. Candidates outside these states are not eligible for remote employment.
The schedule is 5 days per week, 8 hours per day. The role may also require nights, weekends, holidays, and overtime when operational needs demand it.
Compensation and Benefits
Pay is listed at $26 to $30 per hour.
Benefits include 100% company-paid medical and dental coverage, free fiber internet service, PTO for vacation and sick time, 11 paid holidays, paid birthdays, and 401(k) matching at 4%.
Medical and dental benefits begin on the first day of the month after the start date. Free fiber internet is available to employees living within the service area.
Position Impact
The Assistant Customer Support Manager supports the daily performance of the customer support team, helping ensure consistent service, strong workflow coordination, and quick handling of complex issues. The role acts as a secondary escalation point, supports retention efforts, and helps strengthen customer loyalty through effective issue resolution and service quality improvements.
Key Responsibilities
This position covers team leadership, training, escalation handling, operational support, process improvement, cross-functional coordination, performance monitoring, documentation, and customer relationship management. Additional duties may be assigned as needed.
Qualifications
Applicants must be eligible to work in the United States without sponsorship and must be at least 18 years old. A high school diploma or GED is required. A bachelor's degree or equivalent education in a related field is preferred.
The ideal candidate will have 3 to 5 years of experience in customer support within the telecommunications industry, along with prior leadership or supervisory experience in a support setting. Strong knowledge of customer service workflows, technical troubleshooting, CRM tools, and industry best practices is expected. The role also calls for strong English communication skills in speaking, reading, writing, and comprehension.
Spanish language ability is considered an advantage.
Tools and Technical Knowledge
Familiarity with MS Office tools such as Teams, Word, Excel, and PowerPoint is needed, along with teleconferencing applications. The role also requires the practical use of standard office equipment, computers, and office software.
What Success Looks Like
Success in this role means supporting a motivated team, resolving escalations efficiently, improving workflows, monitoring service performance, and helping maintain a high-quality customer experience that supports long-term retention.
- Guide customer support representatives through coaching, mentoring, and day-to-day direction.
- Reinforce management-set expectations, service standards, and team objectives.
- Provide timely feedback and hands-on support when team members face difficult customer situations or performance issues.
- Help create a positive, cooperative, customer-first team culture.
- Contribute to training programs that strengthen service skills, product knowledge, and system use.
- Assist with onboarding and ongoing coaching for new and existing team members.
- Promote knowledge sharing and continuous learning across the team.
- Stay updated on products, services, policies, and customer support practices.
- Serve as a secondary escalation contact for complex account, service, and customer concerns.
- Help resolve escalated tickets quickly and professionally.
- Monitor customer interactions to maintain service quality and consistency.
- Support retention by addressing customers who may be at risk of leaving.
- Oversee daily support activity, including queue monitoring and workflow coordination.
- Help balance workloads and coverage so service targets and response times are met.
- Assist with inquiries related to accounts, billing, and service requests.
- Step in to handle customer interactions during busy periods.
- Spot opportunities to improve support processes and service efficiency.
- Help roll out new tools, workflows, and customer experience initiatives.
- Address bottlenecks that slow response or resolution times.
- Collaborate with Billing, Sales, Field Operations, and other teams to resolve issues.
- Share recurring customer concerns and help drive longer-term solutions.
- Support initiatives that improve the overall customer experience.
- Track and review KPIs such as response time, resolution time, and customer satisfaction.
- Monitor team performance and identify trends affecting service quality and retention.
- Support leadership reporting on team performance and operational improvements.
- Follow company policies, procedures, and customer support standards.
- Maintain accurate records of customer interactions, processes, and resolutions.
- Help keep the knowledge base and internal documentation current.
- Handle escalated customer issues with professionalism, speed, and empathy.
- Act as a contact for high-impact customer matters and coordinate follow-through.
- Work with customers and internal teams to strengthen relationships and reduce churn.
- Perform other duties as assigned.
- Must be legally eligible to work in the United States without sponsorship.
- Must be at least 18 years old.
- High school diploma or GED is required.
- Bachelor's degree or equivalent education in a related discipline is preferred.
- 3 to 5 years of customer support experience in the telecommunications sector is preferred.
- Prior leadership or supervisory experience in a support environment is preferred.
- Strong knowledge of customer service operations, technical troubleshooting, and industry standards.
- Experience using CRM software.
- Ability to manage multiple priorities in a fast-moving technical environment.
- Willingness to work nights, weekends, holidays, and overtime when needed.
- Strong English communication skills, including speaking, reading, writing, and comprehension.
- Spanish language skills are a plus.
- Comfort using MS Office tools such as Teams, Word, Excel, and PowerPoint, plus teleconferencing software.
- Ability to use common office equipment, computers, and office software effectively.
- 100% company-paid medical and dental insurance.
- Coverage starts on the first day of the month after your start date.
- Free fiber internet service for employees living in the service area.
- PTO for vacation and sick time.
- 11 paid holidays.
- Paid birthdays.
- 401(k) matching at 4%.
- Competitive base salary.
- Growth opportunities and new challenges.
- A collaborative, close-knit culture built on integrity and mutual respect.