Assistant Customer Support Manager - Remote
$54,080–$62,400 year
RemoteCalifornia, United States or Illinois, United States
Job Summary
Lead and support a team of customer support representatives through coaching, mentorship, and daily guidance while acting as a secondary escalation point for complex customer concerns and account issues. Monitor ticket queues, coordinate workflows, and step in during high-volume periods to ensure timely resolution of billing inquiries, service requests, and at-risk customer situations. Assist in developing training programs, analyzing key performance indicators, and implementing process improvements to enhance service efficiency and reduce churn. Collaborate with Billing, Sales, and Field Operations to address recurring concerns and maintain accurate documentation. Work nights, weekends, and holidays as needed to maintain operational continuity.
Required Qualifications
- Eligibility for US Employment without sponsorship
- Minimum of 18 years of age
- High School Diploma or GED
- Ability to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs
- Ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
Desired Qualifications
- Bachelor's degree (B.A./B.S.) or equivalent education in a related field
- Minimum of 3–5 years of experience in customer support service within the telecommunications industry
- Demonstrated leadership or supervisory experience in a support environment
- Strong understanding of customer service processes, technical troubleshooting, and industry best practices
- Proficiency in customer relationship management (CRM) software
- Ability to manage competing priorities and support a fast-paced technical environment
- Proficiency in Spanish Language
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