Customer Experience Supervisor - Contact Center

Summit Broadband•Orlando, FL

10d•Hybrid

About The Position

Summit Broadband Inc. is a cutting edge, fiber-based broadband provider delivering best in class residential, commercial, and hospitality technology solutions. This growing, dynamic high-tech company headquartered in sunny Central Florida is seeking a Customer Experience Supervisor to join our Contact Center Team and grow with us. The new Summit Broadband is poised for an incredible future fueled by team members dedicated to being the best. We are seeking a customer-focused and technically proficient Customer Experience Supervisor to lead a team of Customer Experience Advocates supporting residential customers with Internet, Video, and Phone services. This role combines people leadership, operational excellence, and technical expertise to ensure an exceptional customer experience while achieving performance goals. The ideal candidate is an experienced contact center leader who can coach employees, drive performance, and assist with escalated troubleshooting of broadband, television, and voice service issues. This individual will serve as a key resource for both frontline agents and customers by providing guidance on complex technical support scenarios.

Requirements

Customer-focused and technically proficient
Experienced contact center leader
Ability to coach employees
Ability to drive performance
Ability to assist with escalated troubleshooting of broadband, television, and voice service issues
Ability to serve as a key resource for frontline agents and customers
Ability to provide guidance on complex technical support scenarios
Ability to interpret troubleshooting tools, network diagnostics, and customer account information
Ability to maintain knowledge of emerging technologies, products, and service offerings
Ability to analyze contact center reports and performance data
Ability to participate in new hire onboarding, training, and continuous education programs
Must be able to pass pre-employment criminal background check and drug screening.

Responsibilities

Supervise, coach, and develop a team of Customer Experience Advocates.
Conduct regular performance reviews, quality evaluations, and one-on-one coaching sessions.
Monitor key performance indicators (KPIs) including service level, customer satisfaction, first-call resolution, average handle time, and adherence.
Provide real-time support and guidance for customer interactions and escalated calls.
Foster a positive, accountable, and customer-centric work environment.
Recognize and reward employee achievements while addressing performance concerns promptly.
Resolve complex customer concerns and escalated service issues.
Ensure agents deliver professional, empathetic, and effective customer support.
Partner with technical operations, field technicians, and network teams to facilitate issue resolution.
Identify recurring customer issues and recommend process improvements.
Serve as a subject matter expert for Internet, Video, and Phone services.
Assist agents with diagnosing and resolving Internet connectivity issues, Wi-Fi performance concerns, modem and router troubleshooting, IPTV, cable, and video service disruptions, set-top box and streaming device issues, VoIP and traditional phone service problems, and service provisioning and activation concerns.
Interpret troubleshooting tools, network diagnostics, and customer account information.
Support outage management and customer communication efforts during service-impacting events.
Maintain knowledge of emerging technologies, products, and service offerings.
Ensure compliance with company policies, procedures, and regulatory requirements.
Analyze contact center reports and performance data to identify trends and opportunities.
Support staffing, scheduling, and workforce management initiatives.
Participate in new hire onboarding, training, and continuous education programs.
Collaborate with leadership on process improvements and operational initiatives.
Must be able to pass pre-employment criminal background check and drug screening.