Technical Support Supervisor

Clearwave Fiber

Supervisor leading a technical support team delivering quality service remotely at Clearwave Fiber LLC. Driving performance and coaching agents based in US remote states.

Posted 4/24/2026full-timeRemote • Alabama, Florida, Maryland, Missouri, New York, Ohio, Tennessee, Texas, Virginia • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Supervise, mentor, and train Tier 2 technical support agents to meet call center goals.
Act as the escalation point for complex customer inquiries, ensuring prompt and effective resolution.
Develop and enforce call center policies and procedures aligned with corporate objectives.
Monitor performance metrics (e.g., response times, resolution times, customer satisfaction scores), prepare reports, and implement corrective actions when needed.
Lead special projects to enhance customer experience and drive process improvements.
Ensure adherence to quality assurance standards, service level agreements (SLAs), and internal/external response time expectations through regular call quality reviews and process improvements.
Collaborate with other departments to ensure seamless information sharing and resolve customer issues.
Identify areas for process and system improvements, driving efficiencies in handling technical support issues.
Create and maintain knowledge base articles and technical documentation for use by the team and end-users.
Track and report on key performance metrics such as ticket resolution times, first-call resolution, and customer satisfaction; analyze technical support trends and recommend improvements or additional training as needed.
Other duties as assigned.

Requirements

What you’ll need

Proven leadership experience in a call center or customer support environment.
Strong customer service orientation with excellent communication and critical thinking skills.
Familiarity with call center systems and technical support tools.
Experience in a technical support role is beneficial; telecommunications or IT support experience is a plus.
Bachelor’s degree in a related field (preferred) or equivalent work experience.
Minimum of one year of supervisory experience in a call center or technical support setting.
Proficient in technical skills, with a strong understanding of computer networks and troubleshooting network management systems.
Skilled in word processing, Excel, email, and call center management software.
Ability to work flexible hours, including evenings, weekends, and holidays as needed.

Benefits

Comp & perks

Medical, 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
Paid Holidays
Cell Phone Allowance *Applicable by Position*
Career Progression Opportunities
Discounted Broadband Services *Where Applicable*

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingcomputer networksnetwork management systemsperformance metricscall center policiesprocess improvementscustomer satisfaction analysisknowledge base creationtechnical documentation

Soft Skills

leadershipmentoringcustomer service orientationcommunicationcritical thinkingcollaborationproblem-solvingflexibilitytrainingreporting