Manager, Residential Customer Support

Clearwave Fiber

Manager of Residential Customer Support overseeing operations across multiple states. Driving customer experience, operational performance, and team development in a fast-paced environment.

Posted 6/16/2026full-timeRemote • Alabama, Florida, Illinois, Kansas, Missouri, Ohio, Tennessee, Texas, Virginia • 🇺🇸 United StatesMid-LevelSenior💰 $89,000 - $105,000 per yearWebsite

About the role

Key responsibilities & impact

Lead Residential Customer Support supervisors, leads, and frontline support teams across a multi-state operation
Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key customer support performance measures
Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes while balancing customer experience and business objectives
Develop and execute action plans to improve customer experience, operational performance, and team effectiveness
Identify and eliminate customer friction points while driving improvements that simplify the customer experience, reduce repeat contacts, and address underlying root causes
Foster a customer-centric culture focused on accountability, responsiveness, continuous improvement, and delivering exceptional customer experiences
Support customers throughout the customer lifecycle, including billing support, payments, account maintenance, service changes, move requests, and general account support needs
Identify opportunities to improve customer outcomes through product education, service right-sizing, and promotion of solutions that best meet customer needs
Support service reconnection efforts and customer retention opportunities by helping customers navigate payment and account-related challenges
Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans
Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives
Manage escalated customer concerns with a sense of urgency and ensure timely and effective resolution while performing root cause analysis to prevent future escalations
Partner across the organization to improve customer outcomes, operational effectiveness, and service delivery
Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action
Regularly communicate operational results, challenges, and action plans to leadership

Requirements

What you’ll need

5+ years of customer support, contact center, customer experience, billing operations, collections, or related leadership experience
3+ years of leadership experience managing supervisors, team leads, or equivalent leadership roles
Experience leading high-volume customer service, customer support, billing, collections, or contact center operations
Demonstrated success improving operational performance through coaching, accountability, data analysis, and process improvement
Strong analytical, problem-solving, decision-making, and communication skills
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 ($89 - 105K DOE)
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
Additional Perks: 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

data analysisprocess improvementcustomer experience managementoperational performance metricsescalation managementbilling operationscollectionscontact center operationscoachingperformance measurement

Soft Skills

leadershipanalytical skillsproblem-solvingdecision-makingcommunicationcustomer-centric mindsetaccountabilityresponsivenessteam developmentadaptability