Note: The job is a remote job and is open to candidates in USA. Point Broadband is an affiliated company operating as part of a combined organization. The Manager, Commercial Customer Support is responsible for leading operations across a multi-state business customer base, focusing on customer experience, operational performance, and employee engagement outcomes.
Responsibilities
- Lead Commercial Customer Support supervisors, leads, and frontline support teams supporting a diverse portfolio of business customers across a multi-state operation
- Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key commercial customer support performance measures
- Build and maintain a customer-centric culture focused on responsiveness, professionalism, accountability, and long-term customer relationships
- Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes
- Develop and execute action plans to improve customer experience, operational performance, and team effectiveness
- Manage complex customer issues, billing inquiries, service requests, account changes, and escalations while ensuring timely follow-up and resolution
- Support customers throughout the commercial customer lifecycle, including account maintenance, billing support, service modifications, contract-related inquiries, and ongoing account support needs
- Develop team expertise across commercial products and services, including data, voice, hosted communications, transport, and other business solutions
- Identify opportunities to improve customer outcomes through product education, service optimization, and solutions that best meet customer needs
- Build strong partnerships with Sales, Commercial Project Management, Service Delivery, Billing Operations, Technical Support, and other internal teams to ensure a seamless customer experience
- Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives
- Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans
- Manage escalated customer concerns with a strong sense of urgency while ensuring consistent communication, proactive follow-up, and timely resolution
- Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action
- Regularly communicate operational results, customer risks, challenges, and action plans to leadership
- Other duties as assigned
Skills
- 5+ years of customer support, account management, customer success, commercial operations, telecommunications, or related leadership experience
- 3+ years of leadership experience managing supervisors, team leads, account management teams, or equivalent leadership roles
- Experience supporting business customers in a high-touch, relationship-focused environment
- Demonstrated success managing complex customer issues, escalations, and cross-functional initiatives
- Strong analytical, problem-solving, decision-making, and communication skills
- Ability to interpret contracts, billing structures, service agreements, and customer requirements
- Ability to build strong relationships with customers and internal stakeholders while maintaining professionalism and accountability
- Ability to manage multiple priorities in a fast-paced and evolving environment
- Experience leading remote or geographically dispersed teams
- Ability to travel periodically as business needs require
- Experience supporting business customers within telecommunications, broadband, hosted voice, managed services, transport, data networking, technology, utilities, or other complex service environments
- Working knowledge of commercial telecommunications products, including voice, data, fiber, transport, hosted communications, and related technologies
- Experience leading organizations through growth, integration, transformation, or system implementation initiatives
- Bachelor's degree in a related field or equivalent experience
Benefits
- Medical (3 plans to choose from), Dental and Vision
- Short Term Disability
- Flexible Spending Accounts
- Company Paid Life as well as Voluntary policies
- 401(k) with generous company match
- Paid Time Off
- Share the Care Paid Time Off
- Paid Holidays
- Uniform/Boot allowance *Applicable by Position*
- Cell Phone Allowance *Applicable by Position*
- Career Progression Opportunities
- Discounted Broadband Services *Where Applicable*
Company Overview