[Remote] Manager, Commercial Customer Support

Note: The job is a remote job and is open to candidates in USA. Point Broadband is a telecommunications company that operates alongside Clearwave Fiber. They are seeking a Manager for Commercial Customer Support to lead operations across a multi-state business customer base, focusing on customer experience, operational performance, and team engagement.ResponsibilitiesLead Commercial Customer Support supervisors, leads, and frontline support teams supporting a diverse portfolio of business customers across a multi-state operationOwn performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key commercial customer support performance measuresBuild and maintain a customer-centric culture focused on responsiveness, professionalism, accountability, and long-term customer relationshipsAnalyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomesDevelop and execute action plans to improve customer experience, operational performance, and team effectivenessManage complex customer issues, billing inquiries, service requests, account changes, and escalations while ensuring timely follow-up and resolutionSupport customers throughout the commercial customer lifecycle, including account maintenance, billing support, service modifications, contract-related inquiries, and ongoing account support needsDevelop team expertise across commercial products and services, including data, voice, hosted communications, transport, and other business solutionsIdentify opportunities to improve customer outcomes through product education, service optimization, and solutions that best meet customer needsBuild strong partnerships with Sales, Commercial Project Management, Service Delivery, Billing Operations, Technical Support, and other internal teams to ensure a seamless customer experienceLead teams through organizational change, system implementations, integration activities, and process improvement initiativesRecruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plansManage escalated customer concerns with a strong sense of urgency while ensuring consistent communication, proactive follow-up, and timely resolutionOwn operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective actionRegularly communicate operational results, customer risks, challenges, and action plans to leadershipOther duties as assignedSkills5+ years of customer support, account management, customer success, commercial operations, telecommunications, or related leadership experience3+ years of leadership experience managing supervisors, team leads, account management teams, or equivalent leadership rolesExperience supporting business customers in a high-touch, relationship-focused environmentDemonstrated success managing complex customer issues, escalations, and cross-functional initiativesStrong analytical, problem-solving, decision-making, and communication skillsAbility to interpret contracts, billing structures, service agreements, and customer requirementsAbility to build strong relationships with customers and internal stakeholders while maintaining professionalism and accountabilityAbility to manage multiple priorities in a fast-paced and evolving environmentExperience leading remote or geographically dispersed teamsAbility to travel periodically as business needs requireExperience supporting business customers within telecommunications, broadband, hosted voice, managed services, transport, data networking, technology, utilities, or other complex service environmentsWorking knowledge of commercial telecommunications products, including voice, data, fiber, transport, hosted communications, and related technologiesExperience leading organizations through growth, integration, transformation, or system implementation initiativesBachelor's degree in a related field or equivalent experienceBenefitsMedical (3 plans to choose from), Dental and VisionShort Term DisabilityFlexible Spending AccountsCompany Paid Life as well as Voluntary policies401(k) with generous company matchPaid Time OffShare the Care Paid Time OffPaid HolidaysUniform/Boot allowance *Applicable by Position*Cell Phone Allowance *Applicable by Position*Career Progression OpportunitiesDiscounted Broadband Services *Where Applicable*Company OverviewPoint Broadband is providing Internet services through its wireless broadband network to residential and business customers. It was founded in 2016, and is headquartered in West Point, Georgia, USA, with a workforce of 501-1000 employees. Its website is http://point-broadband.com/.