Note: The job is a remote job and is open to candidates in USA. IdeaTek is a telecommunications company dedicated to providing fast, reliable internet to underserved communities. The Customer Experience & Technical Support Manager leads customer service and internet support teams, sets operational strategy, analyzes performance metrics, resolves escalated technical and billing issues, and drives process improvements to enhance customer satisfaction.
Responsibilities
- Lead, mentor, and develop team members across both Customer Experience and Internet Support functions
- Foster an encouraging environment where team members are empowered to deliver prompt, friendly, and effective technical and account support
- Set strategy and vision to optimize support workflows, technical troubleshooting, and overall customer satisfaction
- Manage and analyze team data, inquiry trends, and call metrics to drive strategic decision-making and process improvements
- Serve as an escalation point for complex technical and billing concerns, advocating on the customer's behalf to ensure resolution
- Collaborate with internal technical, network, and operations teams to align customer support strategies with company goals
- Exhibit strong leadership, empathy, patience, and professional communication daily
Skills
- 3+ years of experience leading a team, preferably within a customer service or technical support call center environment
- Proven track record of managing both customer-facing support and technical troubleshooting workflows
- Strong analytical and problem-solving skills to evaluate data, identify operational bottlenecks, and implement effective solutions
- Strong communication and interpersonal skills, with a passion for helping and leading others
- High attention to detail, strong organizational skills, and efficient task management
- This role is not eligible for Visa sponsorship
- This role is not eligible for relocation
- Previous leadership experience specifically within an Internet Service Provider (ISP), telecommunications, or technical helpdesk setting
- Experience in retention strategies, processes and coaching
- Bachelor's degree in Business, Communications, Information Technology, or a related field
- Experience implementing support technologies, ticketing automation, or live chat support systems
- Bi-lingual proficiency in both English and Spanish
- Passion for leading others with a genuine drive to motivate and develop high-performing teams
- Relationship-focused leadership style centered on understanding customer and employee needs
- Ability to tackle tough technical and operational problems head-on
Benefits
- Competitive pay + bonus potential
- Medical, dental, vision, and life insurance
- 401k with match
- Free coaching/counseling for employees & families
- Free internet service (if available in your area) or internet reimbursement
- Tuition reimbursement for personal and professional growth
- Community engagement opportunities
- Culture that values results, effort, and integrity
- Remote or hybrid work with occasional travel to Buhler or Wichita as needed to meet business needs
Company Overview