Customer Support Supervisor

Application ends: July 31, 2024
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Job Description

The Internet is now the heartbeat of our home, but too often internet service is frustrating and unreliable. IQ Fiber was created to offer 100% fiber-optic fast internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of the rapidly growing IQ Fiber team, your contributions will directly affect our success. Your work matters here.

We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where you voice matters. You’ll find a team who works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice.

Position Summary:

This is an on-site, in-person position located in Jacksonville, FL.

Our Customer Support Supervisor is a high-energy, coaching-focused role that inspires a collaborative, results-driven culture as well as an environment that allows individuals to thrive in their careers.

This supervisor position is responsible for monitoring the team’s contact queues and availability to ensure customer inquiries are responded to quickly and completely through phone calls, chat, and emails. The supervisor will ensure daily workload balance and arrange resources to meet our operational demand, including assisting in the queue and responding to customers, as well as handle escalations to ensure the team is meeting its goals. The supervisor will also bring forward issues to the leadership team, such as customer perception, personnel, service, and/or performance issues.

Essential Duties and Responsibilities:

  • Supervise the day-to-day operations of the Customer Technical Support team who resolve customer issues and answer customer questions that are mostly technical in nature
  • Assist with the hiring, onboarding, developing, training, and retention of our customer support team members.
  • Lead by example to cultivate and maintain a collaborative, empowered, high-performance, engaged culture focused on support excellence and resolving customer issues.
  • Supervise team to meet individual and team objectives, including evaluating progress and providing ongoing performance feedback to achieve key customer success metrics (SLA, CSAT, Time to Resolution (TTR), etc.)
  • Manage and improve standards and procedures within the team
  • Ensure working practices are well defined and operational
  • Assist with writing and maintaining the internal and external knowledge bases
  • Assist with the development and completion of daily, weekly, and monthly reports on team’s productivity
  • Review daily priorities and take appropriate action to ensure results are achieved
  • Monitor staff queue availability and make dynamic changes to schedules to meet service-level goals
  • Develop and administer schedules and performance requirements
  • Train and coach the team to improve soft and hard skills
  • Ensure all team member issues and concerns are addressed in a timely manner, encourage involvement from all team members and foster a positive team environment
  • Act as an escalation point for critical issues taking end-to-end ownership of customer incidents engaging other teams if necessary
  • Communicate with customers and internal parties about existing tickets and identify common patterns
  • Act as team contact when manager is not available for escalation, meetings, day-to-day operations to include on-call coverage
  • Able to provide operational coverage outside of regular business hours at short notice when needed
  • Perform other duties as assigned


  • Core skills/proficiencies include leadership, customer relations management, performance management, process management, data analysis, problem solving, effective communication and technical proficiency
  • The successful candidate will be experienced (3+ years) in supervising a technical support team within a technical service environment (software, SaaS, wireless, internet)
  • 3+ years of experience in mentoring, managing, and providing feedback to technical resources
  • Preference for operating in a fast-paced, technical environment with a high degree of critical thinking and problem solving
  • Ability to work independently in a fast-paced environment without supervision
  • Willing to learn, adapt and evolve with the team and company and develop new skills quickly
  • A customer-first, troubleshooting mindset with demonstrated ability to provide exceptional internal and external customer care with a strong sense of ownership over results.
  • Strong technical aptitude with excellent end-user interaction skills
  • Proven capability of delivering departmental goals and key metrics
  • Strong analytical and problem-solving skills
  • Experience in one or more ticketing, CRM, billing, ordering, scheduling, phone systems; Microsoft Dynamics a plus
  • Strong experience with contact center work force management software and contact management systems to assist with agent scheduling, monitoring performance and SLA’s
  • Strong verbal and written communication skills and confidence interacting with all levels of professional staff.
  • Excels at explaining complex concepts simply
  • Capable of answering technical questions from technical and non-technical users
  • Ability to train and mentor members of the Customer Support team
  • Comfortable providing both positive and development feedback to team, respectfully and with emotional intelligence
  • Excellent organizational skills including ability to prioritize, lead, multi-task and have fun while doing it.
  • Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
  • Experience creating and reviewing training documentation, internal FAQs, “how-to”, troubleshooting guides, standard operating procedures (SOPs), etc.
  • Associate degree in management or equivalent experience
  • Must be able to pass background check
  • Flexibility to work additional hours to meet business needs
  • Exceptional knowledge of Microsoft Office applications
  • High integrity and a strong work ethic are a must
  • Attention to detail and ability to think creatively and strategically is a must
  • Excellent organization and time management skills
  • Ability to interact and communicate effectively and respectfully with all employees

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

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