Assistant Customer Support Manager - Remote

Race Communications is a fiber internet provider committed to connecting California communities since 1994. The Assistant Customer Support Manager supports daily operations, ensures high-quality service delivery, and helps strengthen customer relationships by addressing concerns and contributing to retention strategies.

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

Requirements:

• 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