Job Posting for Support Manager at Race

Job Title: Support Manager (Full Time Position)
Reports to: Director of Customer Support
Location: Tehachapi or Remote
Employment type: Full-time
FLSA: Exempt

About Us:

Race Communications is one of California’s leading telecommunications and fiber technology companies, offering a full range of communications services and competing in over 25 markets with investments totaling $150M in recent years.

Working in partnership with several public and private entities, Race focuses its efforts on building top-tier networks that service small businesses and Fortune 500 companies alike.

Our comprehensive network has brought significant improvements to local entities, education, community services, and public safety across the state.

In today's connected world, reliable, high-speed internet is an absolute necessity, and it is our company's mission to provide advanced communications at an affordable price. Race focuses its efforts towards building world-class fiber networks and offering gigabit internet service to communities throughout California.

What You’ll do:

Management of the daily operations for the Customer Service Team, including Level 1 and Level 2 customer support, LNP provisioning, and customer billing
Leads, motivates, and coaches a diverse team of customer focused associates in a multi-cultural, dynamic environment
Builds a customer-centric culture where employees are motivated to provide an excellent customer experience
Monitors the call center and ticket metrics daily, weekly, and monthly to identify business trends
Sets the support associate work expectations and strives to foster employee growth within the company
Ensures the support department leads have the necessary tools in place to be successful
Works with the Director of Customer Support to maintain the company’s vision
Attends cross-departmental meetings to drive support initiatives and always improve the customer experience.
Creates and manages the support departments schedule to ensure proper call center staffing
Manages the documentation & revisions of support troubleshooting processes to ensure all associates are kept up to speed.
Work with the IT and Development teams to upgrade and expand our CRM and IVR systems as needed to improve reliability, capabilities, and metric reporting
Foster a continuous improvement philosophy that focuses on providing value to our customers in a competitive environment

What You’ll Bring:

High school diploma or GED required
2 years managing a customer service and/or call center department, preferably within the Telecommunications industry
Excellent analytical skills to build and identify call center/ticket reporting.
Ability to work in a team-oriented management environment while having an entrepreneurial attitude
Ability to manage a multi-cultural, diverse team that can deal with customers, sometimes under difficult conditions, in a very fast paced, customer focused manner
Ability to develop and grow client relationships
Ability to make decisions and conduct courageous conversations
Ability to work in multi-cultural, underserved areas and with diverse community-based agencies
Excellent verbal and written communication skills
Exceptional organizational and interpersonal skills
Knowledge of the geography of the cities and counties serviced by Race Communications is preferred.

As part of our Team you'll Enjoy:

100% premium paid for medical, dental, vision, and life for all our employees!
An excellent 401 (k) with 100% Employer-matched up to 4%
Working to bridge the digital divide between rural and urban areas, providing much-needed services to those who don't have access to reliable internet
Working for a company that appreciates its employees; every member of the Race team is a part of a collaborative family.

Race Communications is an equal opportunity employer

Apply for this job

Receive alerts for other Support Manager job openings

Salary.com Estimation for Support Manager in Tehachapi, CA

$115,821 - $154,824

For Employer

Looking to price a job for your company?

Price This Job

Support Manager

Job Posting for Support Manager at Race

Sign up to receive alerts about other jobs that are on the Support Manager career path.

Sign up to receive alerts about other jobs with skills like those required for the Support Manager.

Job openings at Race

Not the job you're looking for? Here are some other Support Manager jobs in the Tehachapi, CA area that may be a better fit.

We don't have any other Support Manager jobs in the Tehachapi, CA area right now.