Job Description

Job Description

Job Description

Job Title: Customer Service Manager

• Location: Remote, preferred - FL, GA, NC, TX but can be anywhere in the Eastern time zone
• Required: Must have telecom/wireless experience
  • Must understand Fiber, WiFi, Standards, splicing, power systems, back up
  • Stellar customer support experience, trouble ticket resolution experience and follow up
  • DirecTV bulk experience would be a plus

Summary

The Customer Support Manager is responsible for leading and scaling a high-performing support team focused on delivering exceptional service to residents and property partners across multi-dwelling units (MDUs). This role ensures a human, efficient, and empathetic support experience across all communication channels. As a key member of the operations team, this individual will design scalable systems, champion customer feedback, and foster a culture of continuous improvement in service delivery.

Job Description

• Lead and manage a team of customer support representatives, fostering a culture of empathy, accountability, and performance.
• Oversee all customer service channels (email, phone, chat, SMS, in-app) and ensure timely, clear, and personalized responses.
• Monitor and improve key performance indicators such as CSAT, average response time, resolution time, and escalation rate.
• Develop and implement scalable support processes, workflows, playbooks, and self-service tools.
• Act as the internal voice of the customer, identifying recurring issues and collaborating with Product, Engineering, and Field Operations teams to implement improvements.
• Provide hands-on support during peak times and escalated scenarios, modeling strong problem-solving and communication skills.
• Maintain technical understanding of IT/IP networking environments to assist the team in resolving complex connectivity issues.
• Perform additional duties as assigned.
• Employees must be able to perform the essential functions of the position, with or without reasonable accommodation, in accordance with company policy and applicable laws.

Qualifications

• At least three (3) years of experience in customer support or customer success roles.
• At least one (1) year of experience managing or leading support teams.
• Strong communication skills, particularly in high-pressure or technical situations.
• Familiarity with support platforms such as Zendesk and network management tools like Auvik or Insight.
• Proven ability to develop and optimize customer support systems and processes.
• Demonstrated empathy and a customer-first mindset.
• Ability to think systemically and work cross-functionally in a fast-paced environment.
• Ability to travel approximately 20-30% of the time by car or commercial airline.
• Prior experience in telecommunications, ISP, or MDU technology space (e.g., DirecTV bulk installations).
• Technical proficiency with networking equipment including routers, switches, and wireless access points.
• Experience supporting Wi-Fi infrastructure in residential or commercial properties.
• Passion for building new support operations or contributing to early-stage growth teams.
• Moderate travel required (20-30%) by car or commercial airline.
• Remote work environment when not traveling.
• Fast-paced, mission-driven culture focused on innovation and customer impact.

 

Job Tags

Remote work,

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