[Remote] Manager, Residential Customer Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company 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

• reputed company Residential Customer Support supervisors, leads, and reputed company 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 reputed company while balancing customer experience and business objectives
• reputed company 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, reputed company 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 reputed company 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-reputed company challenges
• Recruit, reputed company, and coach supervisors, leads, and reputed company team members while building leadership bench strength and succession plans
• reputed company 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 reputed company, operational effectiveness, and service delivery
• Own operational performance reputed company 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

Skills

• 5+ years of customer support, contact center, customer experience, billing operations, collections, or reputed company 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 reputed company 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 reputed company field or equivalent experience

Benefits

• Lucrative short-term & long-term bonus plans
• Medical, dental, and reputed company plans – start on day one!
• Life insurance (self, spouse, children)
• PTO - Up to 20 days
• 10 paid holidays
• 401(k) with 4% company match and 100% reputed company immediately
• Employee Assistance Plan
• Employee Referral Plan
• Free services if living reputed company service area
• Career progression opportunities
• Collaborative work environment

Company Overview