Assistant Customer Support Manager - Remote

About the role

The Assistant Customer Support Manager position is responsible for supporting the daily operations and effectiveness of the customer support function. 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.

Requirements

• 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
• Effective communication in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
• Proficiency in Spanish Language a plus

Qualifications and Experience

• Minimum of 18 years of age
• High School Diploma or GED required
• 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
• Effective communication 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

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.

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
• Aid in 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
• Aid 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
• 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
• Aid 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
• Aid 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
• Aid in communicating recurring customer concerns and contributing to long-term solutions
• Support cross-functional initiatives that enhance the overall customer experience
• Performance Monitoring & Reporting
• Aid 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
• Aid in supporting reporting efforts for leadership on team performance and operational improvements
• Compliance & Documentation
• Aid in ensuring adherence to company policies, procedures, and customer support standards
• Support accurate documentation of customer interactions, processes, and resolutions
• Aid in maintaining and updating knowledge base content and internal documentation
• Issue Resolution and Relationship Management
• Assist in managing escalated customer concerns, ensuring prompt, professional, and empathetic resolution
• Aid in supporting 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

Benefits

• 100% company-paid medical and dental benefits (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
• Growth potential: promotions and new challenges are part of our DNA
• Competitive base salary

Call to Action

If you're ready to move forward, click "Apply" below, our team can't wait to meet you.