Customer Support Lead - Telecommunications

Are you looking for an exciting new opportunity? Join a fast-growing provider of MDU internet solutions, delivering unlimited, symmetrical internet speeds up to 10 Gig to multi-family and commercial properties across the Western United States, including Southern California, Los Angeles, Las Vegas, Denver, Dallas, and Portland. Backed by a robust 100 Gig fiber backbone, this organisation draws on over two decades of industry experience to engineer and deploy multi-gig solutions tailored to high-rise and multifamily communities, as well as dense urban areas. As the fastest growing private network in the MDU segment in the region, the company currently serves over 100,000 customers and continues to expand its reach.

If you would like to learn more about this opportunity, feel free to reach out and apply today!

Responsibilities:

• Support the Department Manager in leading and mentoring a team of technical support agents, fostering a culture of collaboration and open communication.
• Efficiently manage and prioritize ticket assignments, ensuring prompt resolution of urgent issues.
• Serve as the escalation point for complex technical problems, collaborating with other departments as needed.
• Track, analyze, and improve team performance metrics, focusing on response times and service level agreements.
• Oversee IVR and ACD systems to ensure effective call management, utilizing ACD data to identify trends and address team challenges.
• Conduct team meetings, offer regular feedback, and contribute to the recruitment and training of new team members.

Skills / Must Have:

• Proven experience in a technical support role, ideally in the ISP or telecom industry.
• Supervisory or team lead experience, with strengths in team motivation and performance improvement.
• Strong knowledge of call center operations, including IVR and ACD systems.
• Excellent analytical skills to interpret data and drive improvements.
• Proficient with CRM systems and able to manage escalated customer issues diplomatically.
• Technical support knowledge with certifications (e.g., ITIL, CompTIA) a plus.

Benefits:

• Competitive salary and opportunities for career growth
• Supportive team culture with a focus on continuous improvement
• Training and professional development to keep your skills sharp

Salary:

• Competitive (commensurate with experience)