Customer Support Supervisor

About ISP.net

ISP.net is a Las Vegas-based internet service provider with more than 28 years of experience delivering fast, reliable, and affordable internet solutions to residential customers, businesses, and large-scale properties throughout the Las Vegas Valley.

We are looking for an experienced and people-focused Customer Support Supervisor to lead our support team and help deliver an exceptional customer experience.
Position Summary

The Customer Support Supervisor oversees the day-to-day operations of the Technical Support team, ensuring customer issues are handled efficiently, escalations are resolved appropriately, and ISP.net's standards for service excellence are consistently maintained.

This role is responsible for coaching and developing team members, monitoring performance, supporting operational processes, and working closely with other departments to ensure seamless service delivery. The ideal candidate is an effective leader who can balance technical support, team management, customer service, and administrative responsibilities in a fast-paced environment.
Essential Duties & Responsibilities
Team Leadership & Supervision

• Supervise and support Technical Support team members to ensure work is completed accurately, efficiently, and on time.
• Serve as the primary point of contact for team members regarding questions, concerns, and operational challenges.
• Provide ongoing coaching, mentoring, and feedback to improve employee performance and technical support skills.
• Communicate company updates, expectations, goals, and performance feedback to the team.
• Foster a positive, collaborative, and customer-focused team environment.
• Conduct annual and merit-based performance reviews.
• Administer and communicate disciplinary actions in accordance with company policies and procedures.
• Participate in interviewing and selecting new team members and provide hiring recommendations based on qualifications and experience.

Technical Support & Customer Experience

• Monitor customer support activities and ensure customer issues are addressed promptly and professionally.
• Manage escalated customer issues and work with appropriate departments to reach timely resolutions.
• Assist team members with complex technical or customer-service situations.
• Ensure support processes consistently meet ISP.net's standards for service excellence.
• Identify recurring customer or technical issues and recommend solutions to improve the customer experience.
• Coordinate with Network Operations, Field Technicians, Sales, Billing, and other departments to ensure seamless service delivery.

Operations & Performance Management

• Oversee the team's daily workflow and help ensure appropriate staffing and coverage.
• Monitor team performance, productivity, service levels, and other operational metrics.
• Prepare and submit reports related to team performance and operational results.
• Identify operational challenges and resolve them or escalate them to management as appropriate.
• Proactively identify opportunities to improve departmental processes, procedures, and workflows.
• Recommend policy and procedure changes that improve efficiency, communication, and customer satisfaction.
• Take ownership of assigned organizational and departmental projects.
• Serve as the after-hours/on-call contact as needed.

Administrative Responsibilities

• Review employee timesheets for accuracy and completeness.
• Prepare and verify payroll reports, including timesheet validation and approval of payroll requests.
• Support and manage the company's Learning Management System (LMS).
• Ensure employees complete required training and maintain appropriate training records.
• Maintain accurate departmental documentation and records.
• Ensure team members follow company policies, procedures, safety standards, and applicable industry requirements.

Cross-Department Collaboration

• Collaborate with leadership and managers across departments to improve communication and service delivery.
• Coordinate with technical and operational teams to address customer issues and service needs.
• Share customer feedback and operational insights with leadership.
• Support company-wide initiatives and projects as assigned.

Qualifications & Skills
Professional Qualifications

• Previous experience in technical support, customer service, telecommunications, ISP, IT support, or a related environment.
• Previous supervisory or team-lead experience preferred.
• Demonstrated ability to provide exceptional customer support and service.
• Strong understanding of customer service principles and support operations.
• Ability to learn and understand ISP services, technical support processes, and company systems.
• Knowledge of company policies, procedures, and applicable industry standards.
• Proficiency with Google Workspace and Microsoft 365.

Leadership & Communication Skills

• Strong leadership and team-management abilities.
• Excellent written and verbal communication skills.
• Ability to communicate effectively with employees, senior leadership, customers, and other stakeholders.
• Patient, professional, and empathetic approach to customer and employee interactions.
• Ability to provide constructive coaching and feedback.
• Strong conflict-resolution and problem-solving skills.
• Ability to make sound decisions in a fast-paced environment.

Organizational & Analytical Skills

• Strong attention to detail and organizational skills.
• Ability to multitask and effectively prioritize competing responsibilities.
• Strong analytical and decision-making abilities.
• Ability to monitor performance metrics and identify trends or areas for improvement.
• Highly dependable with excellent punctuality and attendance.
• Ability to maintain confidentiality and exercise sound judgment when handling employee and customer matters.

What Makes You a Great Fit

The ideal candidate is someone who leads by example, communicates clearly, and enjoys helping others succeed. You should be comfortable stepping in when a customer issue needs escalation, coaching an employee through a challenging situation, and working with other departments to find solutions.

You don't need to know everything on day one-but you should be curious, accountable, organized, and willing to jump in and help your team succeed.
Why Join ISP.net?

• Join an established Las Vegas ISP with 28+ years of industry experience.
• Lead and develop a growing Technical Support team.
• Make a direct impact on customer satisfaction and operational performance.
• Work closely with leadership and multiple departments.
• Opportunity to contribute to process improvement and company growth.
• Be part of a local team focused on providing reliable internet and exceptional customer service.