[Remote] Manager, Residential Customer Support

Note: The job is a remote job and is open to candidates in USA. Point Broadband is a company that operates in the telecommunications sector, and they are seeking a Manager for their Residential Customer Support operations. This role is responsible for leading customer support teams, enhancing customer experience, and driving operational performance across multiple states.ResponsibilitiesLead Residential Customer Support supervisors, leads, and frontline support teams across a multi-state operationOwn performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key customer support performance measuresAnalyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes while balancing customer experience and business objectivesDevelop and execute action plans to improve customer experience, operational performance, and team effectivenessIdentify and eliminate customer friction points while driving improvements that simplify the customer experience, reduce repeat contacts, and address underlying root causesFoster a customer-centric culture focused on accountability, responsiveness, continuous improvement, and delivering exceptional customer experiencesSupport customers throughout the customer lifecycle, including billing support, payments, account maintenance, service changes, move requests, and general account support needsIdentify opportunities to improve customer outcomes through product education, service right-sizing, and promotion of solutions that best meet customer needsSupport service reconnection efforts and customer retention opportunities by helping customers navigate payment and account-related challengesRecruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plansLead teams through organizational change, system implementations, integration activities, and process improvement initiativesManage escalated customer concerns with a sense of urgency and ensure timely and effective resolution while performing root cause analysis to prevent future escalationsPartner across the organization to improve customer outcomes, operational effectiveness, and service deliveryOwn operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective actionRegularly communicate operational results, challenges, and action plans to leadershipOther duties as assignedSkills5+ years of customer support, contact center, customer experience, billing operations, collections, or related leadership experience3+ years of leadership experience managing supervisors, team leads, or equivalent leadership rolesExperience leading high-volume customer service, customer support, billing, collections, or contact center operationsDemonstrated success improving operational performance through coaching, accountability, data analysis, and process improvementStrong analytical, problem-solving, decision-making, and communication skillsAbility to manage multiple priorities in a fast-paced and evolving environmentExperience leading remote or geographically dispersed teamsAbility to travel periodically as business needs requireExperience in telecommunications, broadband, billing operations, collections, financial services, utilities, subscription-based services, or other customer-focused service environments preferredExperience 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/.