Note: The job is a remote job and is open to candidates in USA. Race Communications is a fiber internet provider committed to connecting California communities through technology and people-focused service. The Assistant Customer Support Manager supports daily customer support operations, leads and coaches support representatives, handles escalations, monitors performance, and contributes to process improvements and customer retention initiatives.
Responsibilities
- Assist in leading and supporting a team of customer support representatives through coaching, mentorship, and daily guidance
- Reinforce performance expectations, service standards, and departmental goals set by management
- Provide real-time support and feedback to team members, helping address performance challenges and customer scenarios
- Promote a positive, collaborative, and customer-focused team environment
- Support the development and delivery of training programs to enhance customer service skills, product knowledge, and system proficiency
- Assist with onboarding new hires and ongoing coaching initiatives
- Encourage knowledge sharing and continuous learning within the team
- Stay current on products, services, policies, and customer support best practices
- Act as a secondary escalation point for complex customer concerns, account issues, and service-related inquiries
- Assist in resolving escalated tickets, ensuring timely, professional, and satisfactory outcomes
- Monitor customer interactions to ensure service quality, consistency, and adherence to standards
- Support customer retention efforts by addressing at-risk customers and reinforcing service value
- Support daily customer support operations, including ticket queue monitoring and workflow coordination
- Help ensure proper workload distribution and coverage to meet service level targets and response times
- Assist in managing workflows related to customer inquiries, account updates, billing questions, and service requests
- Step in as needed to handle customer interactions during high-volume periods
- Identify opportunities to improve customer support processes and overall service efficiency
- Support the implementation of new tools, workflows, and customer experience initiatives
- Assist in addressing workflow bottlenecks to improve response times and resolution effectiveness
- Work with Billing, Sales, Field Operations, and other internal teams to support issue resolution and service delivery
- Assist in communicating recurring customer concerns and contributing to long-term solutions
- Support cross-functional initiatives that enhance the overall customer experience
- Assist in tracking and analyzing key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction
- Help monitor team performance and identify trends impacting service quality and customer retention
- Support reporting efforts for leadership on team performance and operational improvements
- Ensure adherence to company policies, procedures, and customer support standards
- Support accurate documentation of customer interactions, processes, and resolutions
- Help maintain and update knowledge base content and internal documentation
- Assist in managing escalated customer concerns, ensuring prompt, professional, and empathetic resolution
- Support as a point of contact for high-impact customer issues, helping coordinate communication and follow-through
- Identify at-risk customers and support retention efforts to improve customer satisfaction and reduce churn
- Partner with customers and internal teams to proactively resolve concerns, reinforce service value, and strengthen long-term relationships
- Additional duties as required
Skills
- Eligibility for US Employment without sponsorship
- Minimum of 18 years of age
- High School Diploma or GED required
- 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
- 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
- Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
- Functional use of common office equipment, computers, and office software
- 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
- Proficiency in Spanish Language a plus
Benefits
- Work will be primarily performed remotely from home office 5 days per week.
- 100% company-paid medical and dental insurance, starting the 1st of the month following your start date.
- PTO (vacation, sick)
- 11 paid holidays
- Paid birthdays
- 401k matching (4%)
- Free fiber internet service for all employees living in our service area
- Growth potential: promotions and new challenges are part of our DNA
- A culture built on integrity, mutual respect, and a shared purpose
Company Overview