Note: The job is a remote job and is open to candidates in USA. Point Broadband is a telecommunications company that operates alongside Clearwave Fiber. They are seeking a Manager for Commercial Customer Support to lead operations across a multi-state business customer base, focusing on customer experience, operational performance, and team engagement.
Responsibilities
- Lead Commercial Customer Support supervisors, leads, and frontline support teams supporting a diverse portfolio of business customers across a multi-state operation
- Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key commercial customer support performance measures
- Build and maintain a customer-centric culture focused on responsiveness, professionalism, accountability, and long-term customer relationships
- Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes
- Develop and execute action plans to improve customer experience, operational performance, and team effectiveness
- Manage complex customer issues, billing inquiries, service requests, account changes, and escalations while ensuring timely follow-up and resolution
- Support customers throughout the commercial customer lifecycle, including account maintenance, billing support, service modifications, contract-related inquiries, and ongoing account support needs
- Develop team expertise across commercial products and services, including data, voice, hosted communications, transport, and other business solutions
- Identify opportunities to improve customer outcomes through product education, service optimization, and solutions that best meet customer needs
- Build strong partnerships with Sales, Commercial Project Management, Service Delivery, Billing Operations, Technical Support, and other internal teams to ensure a seamless customer experience
- Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives
- Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans
- Manage escalated customer concerns with a strong sense of urgency while ensuring consistent communication, proactive follow-up, and timely resolution
- Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action
- Regularly communicate operational results, customer risks, challenges, and action plans to leadership
- Other duties as assigned
Skills
- 5+ years of customer support, account management, customer success, commercial operations, telecommunications, or related leadership experience
- 3+ years of leadership experience managing supervisors, team leads, account management teams, or equivalent leadership roles
- Experience supporting business customers in a high-touch, relationship-focused environment
- Demonstrated success managing complex customer issues, escalations, and cross-functional initiatives
- Strong analytical, problem-solving, decision-making, and communication skills
- Ability to interpret contracts, billing structures, service agreements, and customer requirements
- Ability to build strong relationships with customers and internal stakeholders while maintaining professionalism and accountability
- 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 supporting business customers within telecommunications, broadband, hosted voice, managed services, transport, data networking, technology, utilities, or other complex service environments
- Working knowledge of commercial telecommunications products, including voice, data, fiber, transport, hosted communications, and related technologies
- Experience leading organizations through growth, integration, transformation, or system implementation initiatives
- Bachelor's degree in a related field or equivalent experience
Benefits
- Medical (3 plans to choose from), Dental and Vision
- Short Term Disability
- Flexible Spending Accounts
- Company Paid Life as well as Voluntary policies
- 401(k) with generous company match
- Paid Time Off
- Share the Care Paid Time Off
- Paid Holidays
- Uniform/Boot allowance *Applicable by Position*
- Cell Phone Allowance *Applicable by Position*
- Career Progression Opportunities
- Discounted Broadband Services *Where Applicable*
Company Overview
Point Broadband is providing Internet services through its wireless broadband network to residential and business customers. It was founded in 2016, and is headquartered in West Point, Georgia, USA, with a workforce of 501-1000 employees. Its website is http://point-broadband.com/.