Supervisor, Customer Support

We are seeking a Customer Support Supervisor to lead a team of Customer Support Specialists in a high-volume remote call center. In this role, you will motivate, coach, and develop your team to deliver exceptional customer experiences while meeting or exceeding performance goals. You will take a proactive approach to problem-solving, resolve escalations professionally, and ensure daily operations run smoothly.

As a leader, you will foster a positive, team-oriented culture, drive continuous improvement, and create an environment where employees can thrive. If you are a customer-centric leader with a passion for coaching and problem-solving, this is the opportunity for you!

Key Responsibilities

• Lead & Support the Team: Supervise and manage a team of Customer Support Specialists, ensuring high performance and engagement.
• Monitor & Improve Performance: Track key performance metrics, analyze data, and drive continuous improvement.
• Coach & Develop Employees: Provide regular coaching, feedback, and mentoring to promote growth and success.
• Handle Escalations & Problem-Solving: Respond promptly and professionally to escalated customer concerns, ensuring positive resolutions.
• Recruit & Train New Talent: Attract, hire, and train employees who thrive in a fast-paced, customer-focused environment.
• Ensure Quality & Compliance: Analyze customer interactions to uphold quality standards and implement process improvements.
• Manage Scheduling & Attendance: Partner with Workforce Management and HR to oversee scheduling, attendance, and staffing needs.
• Drive Engagement & Team Culture: Celebrate successes, foster teamwork, and effectively manage change in a remote setting.
• Enhance Customer Experience: Develop strategies to improve service delivery and customer satisfaction.
• Utilize Technology & Tools: Work with call center technologies to optimize workflows and productivity.

What you will have:

• Associate degree or equivalent work experience
• 2+ years of leadership experience in a call center, preferably in telecommunications, customer service, or sales
• 5+ years of telecommunications industry experience
• Strong ability to multi-task, prioritize, and manage time in a fast-paced environment
• Proven experience in coaching, training, and performance management
• Excellent communication, problem-solving, and relationship-building skills
• Proficiency in Microsoft Office and call center technology tools
• Strong analytical and business acumen, with the ability to interpret data and identify trends
• Experience managing remote teams effectively
• Ability to travel between various office locations along with vendors sites.

Additional Qualifications:

Must meet the Home Office Requirements below to qualify for remote / work from home positions:

• Self-motivated and the ability to work independently with little or no supervision in a remote setting.
• Have a quiet, distraction free work area in a location that provides privacy from other people, activities, and noise.
• Have a steady work surface
• Have a comfortable chair
• Adequate lighting
• Working smoke and carbon monoxide detectors 
• Fast and reliable internet service. [If you live within the Clearwave Fiber footprint, this is partly covered as part of your employee benefits]
• Current states available for remote hire: AL, FL, GA, IL, IN, KS, KY, MD, MO, NC, NY, OH, SC, TN, TX, VA
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Why Join Us?

• Work in a fast-paced, customer-driven environment where you can make a real impact
• Lead a collaborative, high-energy team focused on delivering exceptional service
• Opportunity for growth and career advancement in a dynamic industry
• Competitive compensation and benefits package

If you are a motivated leader with a passion for customer experience, we want to hear from you! Apply today!

Industry-Leading Benefits & Perks 

• Competitive Pay & Growth – Base salary ($61,300 - 73k) + bonus opportunities + career development programs. 
• Full Benefits from Day 1 – Medical, dental, vision, and company contributions to HSA/HRA accounts. 
• Work-Life Balance – 20+ days of paid time off in your first year. 
• 401(k) Match with Immediate Vesting – Secure your financial future. 
• Exclusive Perks – Enjoy free Clearwave Fiber services if you live in our coverage area. 
• Support & Assistance – Access to Employee Assistance Plans and 24/7 Health Advocate services. 
• Career Advancement – Training programs, leadership development, and recognition initiatives. 
• Referral Bonuses – Earn rewards for bringing in top talent. 

At Clearwave Fiber, we believe in: 

• Purpose – We build meaningful connections. 
• Ownership – We take responsibility for success. 
• Courage – We embrace challenges and change. 
• Resourcefulness – We find a way. 
• Simplicity – We focus on what matters most. 

Pre-Hire Assurance: Job offers are contingent upon successful background checks, drug screenings, and reference verifications. 

About us

Clearwave Fiber, a 100% Fiber Optic Internet provider offering business, enterprise, and residential communications services, is expanding its network to reach new communities across the Midwest and Southeast regions. This new venture was formed from Hargray Fiber and Clearwave Communications. Clearwave Fiber has the financial backing of Cable One, GTCR, Stephens Capital, and The Pritzker Organization. Our Team of more than 400 colleagues is committed to delivering the most advanced technology and customer service. If you enjoy technology and are passionate about working with a new venture with strong investment partners, we’d like to invite you to consider joining us in this endeavor. 

 
Clearwave Fiber is an Equal Opportunity Employer fostering a diverse and inclusive workplace.