Note: The job is a remote job and is open to candidates in USA. Clearwave Fiber is seeking a Customer Support Supervisor to lead a high-volume remote call center team. The role focuses on coaching and developing Customer Support Specialists, managing performance and staffing, resolving escalations, ensuring quality and compliance, and improving customer satisfaction and operational efficiency.
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
Skills
- This is a remote position, the successful candidate will be located in one of the following locations: FL, GA, IL, KS, KY, MD, MO, NC, OH, SC, TN, TX, VA
- • 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
- •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: FL, GA, IL, KS, KY, MD, MO, NC, OH, SC, TN, TX, VA
Benefits
- This is a remote position, with work-from-home eligibility in FL, GA, IL, KS, KY, MD, MO, NC, OH, SC, TN, TX, and VA.
- Bonus opportunities.
- Career development programs.
- Medical, dental, and vision benefits from Day 1.
- Company contributions to HSA/HRA accounts.
- 20+ days of paid time off in your first year.
- 401(k) match with immediate vesting.
- Free Clearwave Fiber services if you live in the coverage area.
- Employee Assistance Plans.
- 24/7 Health Advocate services.
- Training programs.
- Leadership development.
- Recognition initiatives.
- Referral bonuses.
Company Overview