Remote Supervisor, Residential Customer Support

Description: This is a remote position, the successful candidate will be located in one of the following locations: FL, GA, IL, KS, KY, MD, MO, NC, OH, SC, TN, TX, VA We are seeking a Customer Support Supervisor to lead a team of Customer Support Specialists in a high-volume remote call center. In this role, you will motivate, coach, and develop your team to deliver exceptional customer experiences while meeting or exceeding performance goals. You will take a proactive approach to problem-solving, resolve escalations professionally, and ensure daily operations run smoothly. As a leader, you will foster a positive, team-oriented culture, drive continuous improvement, and create an environment where employees can thrive. If you are a customer-centric leader with a passion for coaching and problem-solving, this is the opportunity for you!

Key Responsibilities: Lead & Support the Team: Supervise and manage a team of Customer Support Specialists, ensuring high performance and engagement. Monitor & Improve Performance: Track key performance metrics, analyze data, and drive continuous improvement. Coach & Develop Employees: Provide regular coaching, feedback, and mentoring to promote growth and success. Handle Escalations & Problem-Solving: Respond promptly and professionally to escalated customer concerns, ensuring positive resolutions. Recruit & Train New Talent: Attract, hire, and train employees who thrive in a fast-paced, customer-focused environment. Ensure Quality & Compliance: Analyze customer interactions to uphold quality standards and implement process improvements. Manage Scheduling & Attendance: Partner with Workforce Management and HR to oversee scheduling, attendance, and staffing needs. Drive Engagement & Team Culture: Celebrate successes, foster teamwork, and effectively manage change in a remote setting. Enhance Customer Experience: Develop strategies to improve service delivery and customer satisfaction. Utilize Technology & Tools: Work with call center technologies to optimize workflows and productivity.

Requirements: What you will have:

• Associate degree or equivalent work experience 2+ years of leadership experience in a call center, preferably in telecommunications, customer service, or sales 5+ years of telecommunications industry experience
• Strong ability to multi-task, prioritize, and manage time in a fast-paced environment
• Proven experience in coaching, training, and performance management
• Excellent communication, problem-solving, and relationship-building skills
• Proficiency in Microsoft Office and call center technology tools
• Strong analytical and business acumen, with the ability to interpret data and identify trends
• Experience managing remote teams effectively
• Ability to travel between various office locations along with vendors sites.

Additional Qualifications: Must meet the Home Office Requirements below to qualify for remote / work from home positions:

• Self-motivated and the ability to work independently with little or no supervision in a remote setting.
• Have a quiet, distraction free work area in a location that provides privacy from other people, activities, and noise.
• Have a steady work surface
• Have a comfortable chair
• Adequate lighting
• Working smoke and carbon monoxide detectors
• Fast and reliable internet service. [If you live within the Clearwave Fiber footprint, this is partly covered as part of your employee benefits]Current states available for remote hire: FL, GA, IL, KS, KY, MD, MO, NC, OH, SC, TN, TX, VA