Manager, Commercial Customer Support

Clearwave Fiber

Manager of Commercial Customer Support overseeing multi-state operations and customer experience for diverse business customers. Leading performance metrics, team efficiency, and customer relationship management.

Posted 6/16/2026full-timeRemote • Alabama, Florida, Illinois, Kansas, Missouri, Ohio, Tennessee, Texas, Virginia • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Lead Commercial Customer Support supervisors, leads, and frontline support teams supporting a diverse portfolio of business customers across a multi-state operation
Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key commercial customer support performance measures
Build and maintain a customer-centric culture focused on responsiveness, professionalism, accountability, and long-term customer relationships
Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes
Develop and execute action plans to improve customer experience, operational performance, and team effectiveness
Manage complex customer issues, billing inquiries, service requests, account changes, and escalations while ensuring timely follow-up and resolution
Support customers throughout the commercial customer lifecycle, including account maintenance, billing support, service modifications, contract-related inquiries, and ongoing account support needs
Develop team expertise across commercial products and services, including data, voice, hosted communications, transport, and other business solutions
Identify opportunities to improve customer outcomes through product education, service optimization, and solutions that best meet customer needs
Build strong partnerships with Sales, Commercial Project Management, Service Delivery, Billing Operations, Technical Support, and other internal teams to ensure a seamless customer experience
Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives
Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans
Manage escalated customer concerns with a strong sense of urgency while ensuring consistent communication, proactive follow-up, and timely resolution
Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action
Regularly communicate operational results, customer risks, challenges, and action plans to leadership
Other duties as assigned

Requirements

What you’ll need

5+ years of customer support, account management, customer success, commercial operations, telecommunications, or related leadership experience
3+ years of leadership experience managing supervisors, team leads, account management teams, or equivalent leadership roles
Experience supporting business customers in a high-touch, relationship-focused environment
Demonstrated success managing complex customer issues, escalations, and cross-functional initiatives
Strong analytical, problem-solving, decision-making, and communication skills
Ability to interpret contracts, billing structures, service agreements, and customer requirements
Ability to build strong relationships with customers and internal stakeholders while maintaining professionalism and accountability
Ability to manage multiple priorities in a fast-paced and evolving environment
Experience leading remote or geographically dispersed teams
Ability to travel periodically as business needs require

Benefits

Comp & perks

Competitive salary
Lucrative short-term & long-term bonus plans
Medical, dental, and vision plans – start on day one!
Life insurance (self, spouse, children)
PTO - Up to 20 days
10 paid holidays
401(k) with 4% company match and 100% vested immediately
Employee Assistance Plan
Employee Referral Plan
Free services if living within service area
Career progression opportunities
Collaborative work environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportaccount managementcommercial operationstelecommunicationsdata analysisperformance metricsescalation managementservice optimizationcontract interpretationbilling structures

Soft Skills

leadershipcommunicationproblem-solvingdecision-makingrelationship buildingprofessionalismaccountabilityanalytical skillsteam developmenttime management