Manager, Residential Customer Support

Clearwave Fiber is a telecommunications company seeking a Manager for their Residential Customer Support operations. This role involves leading teams to enhance customer experience, operational performance, and employee engagement across multiple states while ensuring exceptional service and support.

Responsibilities:

• Lead Residential Customer Support supervisors, leads, and frontline support teams across a multi-state operation
• Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key customer support performance measures
• Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes while balancing customer experience and business objectives
• Develop and execute action plans to improve customer experience, operational performance, and team effectiveness
• Identify and eliminate customer friction points while driving improvements that simplify the customer experience, reduce repeat contacts, and address underlying root causes
• Foster a customer-centric culture focused on accountability, responsiveness, continuous improvement, and delivering exceptional customer experiences
• Support customers throughout the customer lifecycle, including billing support, payments, account maintenance, service changes, move requests, and general account support needs
• Identify opportunities to improve customer outcomes through product education, service right-sizing, and promotion of solutions that best meet customer needs
• Support service reconnection efforts and customer retention opportunities by helping customers navigate payment and account-related challenges
• Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans
• Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives
• Manage escalated customer concerns with a sense of urgency and ensure timely and effective resolution while performing root cause analysis to prevent future escalations
• Partner across the organization to improve customer outcomes, operational effectiveness, and service delivery
• Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action
• Regularly communicate operational results, challenges, and action plans to leadership
• Other duties as assigned

Requirements:

• 5+ years of customer support, contact center, customer experience, billing operations, collections, or related leadership experience
• 3+ years of leadership experience managing supervisors, team leads, or equivalent leadership roles
• Experience leading high-volume customer service, customer support, billing, collections, or contact center operations
• Demonstrated success improving operational performance through coaching, accountability, data analysis, and process improvement
• Strong analytical, problem-solving, decision-making, and communication skills
• 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 in telecommunications, broadband, billing operations, collections, financial services, utilities, subscription-based services, or other customer-focused service environments preferred
• Experience leading organizations through growth, integration, transformation, or system implementation initiatives
• Bachelor's degree in a related field or equivalent experience