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, Residential 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, Residential Customer Support is responsible for leading Residential Customer Support operations across a multi-state customer base. This role owns the customer experience, operational performance, and employee engagement outcomes of the Residential 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 a customer-centric approach, a strong sense of urgency, and a commitment to operational excellence. The role is responsible for reducing customer effort, eliminating friction points, improving customer outcomes, developing high-performing teams, and strengthening long-term customer relationships through exceptional service and support.

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 Residential Customer Support supervisors, leads, and frontline support teams across a multi-state operation
• Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key customer support performance measures
• Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes while balancing customer experience and business objectives
• Develop and execute action plans to improve customer experience, operational performance, and team effectiveness
• Identify and eliminate customer friction points while driving improvements that simplify the customer experience, reduce repeat contacts, and address underlying root causes
• Foster a customer-centric culture focused on accountability, responsiveness, continuous improvement, and delivering exceptional customer experiences
• Support customers throughout the customer lifecycle, including billing support, payments, account maintenance, service changes, move requests, and general account support needs
• Identify opportunities to improve customer outcomes through product education, service right-sizing, and promotion of solutions that best meet customer needs
• Support service reconnection efforts and customer retention opportunities by helping customers navigate payment and account-related challenges
• Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans
• Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives
• Manage escalated customer concerns with a sense of urgency and ensure timely and effective resolution while performing root cause analysis to prevent future escalations
• Partner across the organization to improve customer outcomes, operational effectiveness, and service delivery
• Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action
• Regularly communicate operational results, challenges, and action plans to leadership
• Other duties as assigned

Requirements:

What You Will Need

• 5+ years of customer support, contact center, customer experience, billing operations, collections, or related leadership experience
• 3+ years of leadership experience managing supervisors, team leads, or equivalent leadership roles
• Experience leading high-volume customer service, customer support, billing, collections, or contact center operations
• Demonstrated success improving operational performance through coaching, accountability, data analysis, and process improvement
• Strong analytical, problem-solving, decision-making, and communication skills
• 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 in telecommunications, broadband, billing operations, collections, financial services, utilities, subscription-based services, or other customer-focused service environments preferred
• 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.