Assistant Customer Support Manager - Remote

Location: Remote Location Status: Work will be primarily performed remotely from home office 5 days per week. Employee may be required to utilize personal phone and internet services to perform telecommuting with reimbursement according to Race's telecommuting policy. Occasional travel to and work from other Race offices or off-site locations may be required. Race Communications is only accepting remote candidates who reside in the following states: California, Colorado, Florida, Missouri, Nevada, Oregon, Indiana and Illinois. If you do not reside in one of these states, you are not eligible for remote employment. 100% Company-Paid Medical and Dental Benefits Free Fiber Internet Service Comp: $26 to $30 per hour 5 Days/8 Hours Who We Are: We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose. Position Impact: The Assistant Customer Support Manager is a proactive, customer-focused professional who supports the daily operations and effectiveness of the customer support function. Working closely with the Customer Support Manager, this role helps ensure consistent, high-quality service delivery, strong team performance, and timely resolution of complex customer issues. Serving as a key escalation resource, the Assistant Customer Support Manager provides hands-on guidance to support staff, helps optimize workflows, and contributes to continuous process improvements. This role plays a critical part in strengthening customer relationships by addressing concerns with a retention-focused mindset, identifying risks to customer satisfaction, and supporting initiatives that drive loyalty and long-term engagement. By reinforcing best practices, supporting escalations, and contributing to retention strategies, the Assistant Customer Support Manager helps enhance customer satisfaction, reduce churn, and deliver a seamless, high-quality customer experience. Requirements Qualifications and Experience:

• Eligibility for US Employment without sponsorship
• 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
• Ability to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs
• Ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
• Proficiency in Spanish Language a plus

Skills:

• Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
• Functional use of common office equipment, computers, and office software

Essential Duties and Responsibilities: Team Leadership & Support

• Assist in leading and supporting a team of customer support representatives through coaching, mentorship, and daily guidance
• Reinforce performance expectations, service standards, and departmental goals set by management
• Provide real-time support and feedback to team members, helping address performance challenges and customer scenarios
• Promote a positive, collaborative, and customer-focused team environment

Training & Development

• Support the development and delivery of training programs to enhance customer service skills, product knowledge, and system proficiency
• Assist with onboarding new hires and ongoing coaching initiatives
• Encourage knowledge sharing and continuous learning within the team
• Stay current on products, services, policies, and customer support best practices

Customer Service & Escalation Support

• Act as a secondary escalation point for complex customer concerns, account issues, and service-related inquiries
• Assist in resolving escalated tickets, ensuring timely, professional, and satisfactory outcomes
• Monitor customer interactions to ensure service quality, consistency, and adherence to standards
• Support customer retention efforts by addressing at-risk customers and reinforcing service value

Customer Support Operations

• Support daily customer support operations, including ticket queue monitoring and workflow coordination
• Help ensure proper workload distribution and coverage to meet service level targets and response times
• Assist in managing workflows related to customer inquiries, account updates, billing questions, and service requests
• Step in as needed to handle customer interactions during high-volume periods

Process Improvement & Implementation

• Identify opportunities to improve customer support processes and overall service efficiency
• Support the implementation of new tools, workflows, and customer experience initiatives
• Assist in addressing workflow bottlenecks to improve response times and resolution effectiveness

Cross-Department Collaboration

• Work with Billing, Sales, Field Operations, and other internal teams to support issue resolution and service delivery
• Assist in communicating recurring customer concerns and contributing to long-term solutions
• Support cross-functional initiatives that enhance the overall customer experience

Performance Monitoring & Reporting

• Assist in tracking and analyzing key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction
• Help monitor team performance and identify trends impacting service quality and customer retention
• Support reporting efforts for leadership on team performance and operational improvements

Compliance & Documentation

• Ensure adherence to company policies, procedures, and customer support standards
• Support accurate documentation of customer interactions, processes, and resolutions
• Help maintain and update knowledge base content and internal documentation

Issue Resolution and Relationship Management:

• Assist in managing escalated customer concerns, ensuring prompt, professional, and empathetic resolution
• Support as a point of contact for high-impact customer issues, helping coordinate communication and follow-through
• Identify at-risk customers and support retention efforts to improve customer satisfaction and reduce churn
• Partner with customers and internal teams to proactively resolve concerns, reinforce service value, and strengthen long-term relationships

Additional duties as required. Benefits Why Join Our Team: Join a tight-knit crew—no faceless corporation vibes here Growth potential: promotions and new challenges are part of our DNA Competitive base salary Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%) Free fiber internet service for all employees living in our service area A culture built on integrity, mutual respect, and a shared purpose Call to Action: Let's chat. If you're ready to move forward, click "Apply" below, our team can't wait to meet you. Race Communications Inc