Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- 100% Company-Paid Medical and Dental Benefits
- Free Fiber Internet Service
- 5 Days/8 Hours
- Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)
- Free fiber internet service for all employees living in our service area
Company Overview