Assistant Customer Support Manager - Remote

Location: Remote Location Status: Work will be primarily performed remotely from home office 5 days per week. Occasional travel to and work from other Race offices or off-site locations may be required. Race Communications is only accepting remote candidates who reside in the following states: California, Colorado, Florida, Missouri, Nevada, Oregon, Indiana and Illinois. If you do not reside in one of these states, you are not eligible for remote employment. 100% Company-Paid Medical and Dental Benefits Free Fiber Internet Service Comp: $26 to $30 per hour 5 Days/8 Hours Who We Are: We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose. Position Impact: The Assistant Customer Support Manager is a proactive, customer-focused professional who supports the daily operations and effectiveness of the customer support function. Working closely with the Customer Support Manager, this role helps ensure consistent, high-quality service delivery, strong team performance, and timely resolution of complex customer issues. Serving as a key escalation resource, the Assistant Customer Support Manager provides hands-on guidance to support staff, helps optimize workflows, and contributes to continuous process improvements. This role plays a critical part in strengthening customer relationships by addressing concerns with a retention-focused mindset, identifying risks to customer satisfaction, and supporting initiatives that drive loyalty and long-term engagement. By reinforcing best practices, supporting escalations, and contributing to retention strategies, the Assistant Customer Support Manager helps enhance customer satisfaction, reduce churn, and deliver a seamless, high-quality customer experience. Qualifications and Experience: • Eligibility for US Employment without sponsorship • Minimum of 18 years of age • High School Diploma or GED required • Bachelor’s degree (B.A./B.S.) or equivalent education in a related field is preferred • Minimum of 3–5 years of experience in customer support service within the telecommunications industry preferred • Demonstrated leadership or supervisory experience in a support environment preferred • Strong understanding of customer service processes, technical troubleshooting, and industry best practices • Proficiency in customer relationship management (CRM) software • Ability to manage competing priorities and support a fast-paced technical environment • Ability to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs • Ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication • Proficiency in Spanish Language a plus Skills: • Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications • Functional use of common office equipment, computers, and office software Essential Duties and Responsibilities: Team Leadership & Support • Assist in leading and supporting a team of customer support representatives through coaching, mentorship, and daily guidance • Reinforce performance expectations, service standards, and departmental goals set by management • Provide real-time support and feedback to team members, helping address performance challenges and customer scenarios • Promote a positive, collaborative, and customer-focused team environment Training & Development • Support the development and delivery of training programs to enhance customer service skills, product knowledge, and system proficiency • Assist with onboarding new hires and ongoing coaching initiatives • Encourage knowledge sharing and continuous learning within the team • Stay current on products, services, policies, and customer support best practices Customer Service & Escalation Support • Act as a secondary escalation point for complex customer concerns, account issues, and service-related inquiries • Assist in resolving escalated tickets, ensuring timely, professional, and satisfactory outcomes • Monitor customer interactions to ensure service quality, consistency, and adherence to standards • Support customer retention efforts by addressing at-risk customers and reinforcing service value Customer Support Operations • Support daily customer support operations, including ticket queue monitoring and workflow coordination • Help ensure proper workload distribution and coverage to meet service level targets and response times • Assist in managing workflows related to customer inquiries, account updates, billing questions, and service requests • Step in as needed to handle customer interactions during high-volume periods Process Improvement & Implementation • Identify opportunities to improve customer support processes and overall service efficiency • Support the implementation of new tools, workflows, and customer experience initiatives • Assist in addressing workflow bottlenecks to improve response times and resolution effectiveness Cross-Department Collaboration • Work with Billing, Sales, Field Operations, and other internal teams to support issue resolution and service delivery • Assist in communicating recurring customer concerns and contributing to long-term solutions • Support cross-functional initiatives that enhance the overall customer experience Performance Monitoring & Reporting • Assist in tracking and analyzing key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction • Help monitor team performance and identify trends impacting service quality and customer retention • Support reporting efforts for leadership on team performance and operational improvements Compliance & Documentation • Ensure adherence to company policies, procedures, and customer support standards • Support accurate documentation of customer interactions, processes, and resolutions • Help maintain and update knowledge base content and internal documentation Issue Resolution and Relationship Management: • Assist in managing escalated customer concerns, ensuring prompt, professional, and empathetic resolution • Support as a point of contact for high-impact customer issues, helping coordinate communication and follow-through • Identify at-risk customers and support retention efforts to improve customer satisfaction and reduce churn • Partner with customers and internal teams to proactively resolve concerns, reinforce service value, and strengthen long-term relationships Additional duties as required. Why Join Our Team: Join a tight-knit crew—no faceless corporation vibes here Growth potential: promotions and new challenges are part of our DNA Competitive base salary Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%) Free fiber internet service for all employees living in our service area A culture built on integrity, mutual respect, and a shared purpose Call to Action: Let's chat. If you're ready to move forward, click "Apply" below, our team can't wait to meet you.