Customer Experience & Technical Support Manager
About The Position
A Customer Experience & Technical Support Manager spends the day leading, empowering, and guiding the teams that serve as the primary voice and face of IdeaTek. They oversee both customer service and internet support operations, ensuring our teams deliver high-quality account support and effective technical troubleshooting. Throughout the day, they set strategy, analyze performance metrics, and advocate for customer satisfaction. By collaborating across internal departments, they eliminate roadblocks for their staff, resolve complex escalated issues, and lead process improvements to continuously enhance the overall customer journey.
Requirements
- 3+ years of experience leading a team, preferably within a customer service or technical support call center environment.
- Proven track record of managing both customer-facing support and technical troubleshooting workflows.
- Strong analytical and problem-solving skills to evaluate data, identify operational bottlenecks, and implement effective solutions.
- Strong communication and interpersonal skills, with a passion for helping and leading others.
Nice To Haves
- Previous leadership experience specifically within an Internet Service Provider (ISP), telecommunications, or technical helpdesk setting.
- Experience in retention strategies, processes and coaching.
- Bachelor’s degree in Business, Communications, Information Technology, or a related field.
- Experience implementing support technologies, ticketing automation, or live chat support systems.
- Bi-lingual proficiency in both English and Spanish.
Responsibilities
- Lead, mentor, and develop team members across both Customer Experience and Internet Support functions.
- Foster an encouraging environment where team members are empowered to deliver prompt, friendly, and effective technical and account support.
- Set strategy and vision to optimize support workflows, technical troubleshooting, and overall customer satisfaction.
- Manage and analyze team data, inquiry trends, and call metrics to drive strategic decision-making and process improvements.
- Serve as an escalation point for complex technical and billing concerns, advocating on the customer's behalf to ensure resolution.
- Collaborate with internal technical, network, and operations teams to align customer support strategies with company goals.
- Exhibit strong leadership, empathy, patience, and professional communication daily.
Benefits
- Competitive pay + bonus potential
- Medical, dental, vision, life, and 401k with match
- Free coaching/counseling for employees & families
- Free internet service (if available in your area) or internet reimbursement
- Tuition reimbursement for personal and professional growth
- Community engagement opportunities
- Culture that values results, effort, and integrity
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What This Job Offers
Job Type
Full-time
Career Level
Manager
