Point Broadband and Clearwave Fiber are affiliated companies operating as part of a combined organization. This opportunity is a Point Broadband position, and candidates selected for hire will be employed by Point Broadband under Point Broadband’s benefit plans, payroll, and employment policies.

Manager, Commercial Customer Support
Remote, but successful candidate MUST live within a state in which Point Broadband Operates (AL, FL, GA, IL, KS, MD, MI, NY, OH, TN, TX, and VA)   #LI-remote

Summary:

The Manager, Commercial Customer Support is responsible for leading Commercial Customer Support operations across a multi-state business customer base. This role owns the customer experience, operational performance, and employee engagement outcomes of the Commercial Customer Support organization while leading supervisors, leads, and frontline teams in a fast-paced and evolving business environment.

This leader is accountable for delivering a best-in-class customer experience through responsiveness, professionalism, strong customer advocacy, and a commitment to operational excellence. The role is responsible for building high-performing teams, strengthening customer relationships, improving customer outcomes, and ensuring business customers receive timely, accurate, and proactive support throughout their lifecycle.

Commercial Customer Support serves as a primary point of contact for business customers, supporting complex billing inquiries, account maintenance, service changes, contract-related questions, product support, and ongoing customer account needs. The Manager plays a key role in supporting organizational growth, integration initiatives, process transformation, and evolving customer experience strategies while driving accountability and ownership throughout the organization.

Duties and Responsibilities:

• Lead Commercial Customer Support supervisors, leads, and frontline support teams supporting a diverse portfolio of business customers across a multi-state operation
• Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key commercial customer support performance measures
• Build and maintain a customer-centric culture focused on responsiveness, professionalism, accountability, and long-term customer relationships
• Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes
• Develop and execute action plans to improve customer experience, operational performance, and team effectiveness
• Manage complex customer issues, billing inquiries, service requests, account changes, and escalations while ensuring timely follow-up and resolution
• Support customers throughout the commercial customer lifecycle, including account maintenance, billing support, service modifications, contract-related inquiries, and ongoing account support needs
• Develop team expertise across commercial products and services, including data, voice, hosted communications, transport, and other business solutions
• Identify opportunities to improve customer outcomes through product education, service optimization, and solutions that best meet customer needs
• Build strong partnerships with Sales, Commercial Project Management, Service Delivery, Billing Operations, Technical Support, and other internal teams to ensure a seamless customer experience
• Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives
• Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans
• Manage escalated customer concerns with a strong sense of urgency while ensuring consistent communication, proactive follow-up, and timely resolution
• Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action
• Regularly communicate operational results, customer risks, challenges, and action plans to leadership
• Other duties as assigned

Requirements:

What You Will Need

• 5+ years of customer support, account management, customer success, commercial operations, telecommunications, or related leadership experience
• 3+ years of leadership experience managing supervisors, team leads, account management teams, or equivalent leadership roles
• Experience supporting business customers in a high-touch, relationship-focused environment
• Demonstrated success managing complex customer issues, escalations, and cross-functional initiatives
• Strong analytical, problem-solving, decision-making, and communication skills
• Ability to interpret contracts, billing structures, service agreements, and customer requirements
• Ability to build strong relationships with customers and internal stakeholders while maintaining professionalism and accountability
• Ability to manage multiple priorities in a fast-paced and evolving environment
• Experience leading remote or geographically dispersed teams
• Ability to travel periodically as business needs require

Preferred

• Experience supporting business customers within telecommunications, broadband, hosted voice, managed services, transport, data networking, technology, utilities, or other complex service environments
• Working knowledge of commercial telecommunications products, including voice, data, fiber, transport, hosted communications, and related technologies
• Experience leading organizations through growth, integration, transformation, or system implementation initiatives
• Bachelor's degree in a related field or equivalent experience

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*

The employing entity for this position is Point Broadband. Employment terms, benefits, payroll administration, and related policies are governed by Point Broadband and may differ from those offered by other affiliated companies, including Clearwave Fiber.