Assistant Customer Support Manager

This is a fully remote position, open to applicants in California, +6 more states.

📋 Description

• Assist in guiding and supporting a team of customer support representatives through coaching, mentorship, and daily direction.

• Reinforce performance expectations, service standards, and departmental objectives established by management.

• Provide immediate support and constructive feedback to team members, addressing performance challenges and customer situations.

• Foster a positive, collaborative, and customer-centric team atmosphere.

• Aid in the development and implementation of training programs to enhance customer service skills, product knowledge, and system expertise.

• Serve as a secondary escalation point for intricate customer issues, account troubles, and service-related inquiries.

• Monitor customer interactions to ensure service quality, consistency, and compliance with standards.

• Identify opportunities for enhancing customer support processes and overall service efficiency.

⛳️ Requirements

• Eligibility for employment in the US without sponsorship.

• Must be at least 18 years old.

• High School Diploma or GED is required.

• A Bachelor's degree (B.A./B.S.) or equivalent education in a related field is preferred.

• At least 3–5 years of experience in customer support service within the telecommunications industry is preferred.

• Proven leadership or supervisory experience in a support setting is preferred.

• Strong understanding of customer service processes, technical troubleshooting, and industry best practices.

• Proficient in customer relationship management (CRM) software.

• Capable of managing competing priorities and thriving in a fast-paced technical environment.

• Availability to work nights, weekends, holidays, and overtime as required to ensure operational continuity and address critical business needs.

• Proficient communication skills in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication.

• Proficiency in the Spanish language is a plus.

🏝️ Benefits

• 100% Company-Paid Medical and Dental Benefits.

• Free Fiber Internet Service.

• Competitive base salary.

• Comprehensive Benefits Package: 100% company-paid medical and dental insurance (effective the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, and 401k matching (4%).

• A culture founded on integrity, mutual respect, and a shared purpose.