Assistant Customer Support Manager
New
R
Race CommunicationsTelecommunications
Race Communications is only accepting remote candidates who reside in the following states: California, Colorado, Florida, Missouri, Nevada, Oregon, Indiana and Illinois.Full-TimeManager
Salary$26 to $30 per hour
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Job Details
- Languages
- English, Spanish
- Experience
- 3–5 years
- Required Skills
- LeadershipMicrosoft OfficeTeam managementCustomer support
Requirements
- Minimum of 18 years of age.
- High School Diploma or GED required.
- Bachelor’s degree (B.A./B.S.) or equivalent education in a related field is preferred.
- Minimum of 3–5 years of experience in customer support service within the telecommunications industry preferred.
- Demonstrated leadership or supervisory experience in a support environment preferred.
- 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.
- Proficiency in MS Office applications including Teams, Word, Excel, and PowerPoint.
- Ability to work nights, weekends, holidays, and overtime as needed.
- Effective English communication skills (speaking, reading, writing, and comprehension).
- Proficiency in Spanish language is a plus.
Responsibilities
- Assist in leading and supporting a team of customer support representatives through coaching, mentorship, and daily guidance.
- Act as a secondary escalation point for complex customer concerns, account issues, and service-related inquiries.
- Support daily customer support operations, including ticket queue monitoring and workflow coordination.
- Support the development and delivery of training programs to enhance customer service skills and system proficiency.
- Collaborate with Billing, Sales, and Field Operations teams to support issue resolution and service delivery.
- Assist in tracking and analyzing key performance indicators (KPIs) such as response times and resolution times.
- Ensure adherence to company policies, procedures, and customer support standards.
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