Supervisor, Customer Support

IQ Fiber•Jacksonville, FL

21h•Onsite

About The Position

A Smarter Career Choice Because the internet is now the heartbeat of our homes and an essential tool for business, it should run without interruption or stress. IQ Fiber was created to offer 100% fiber-optic high-speed internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of our rapidly growing team, your contributions will directly impact our success. Your work matters here. We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team that works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice. Position Summary This is an on-site, in-person position located in Jacksonville, FL Our Customer Support Supervisor is a high-energy, coaching-focused role that inspires a collaborative, results-driven culture as well as an environment that allows individuals to thrive in their careers. This supervisor position is responsible for monitoring the team's contact queues and availability to ensure customer inquiries are responded to quickly and completely through phone calls, chat, and emails. The supervisor will ensure daily workload balance and arrange resources to meet our operational demand, including assisting in the queue and responding to customers, as well as handle escalations to ensure the team is meeting its goals. The supervisor will also bring forward issues to the leadership team, such as customer perception, personnel, service, and/or performance issues.

Requirements

3+ years supervising a technical support team within a technical service environment (software, SaaS, wireless, internet)
3+ years mentoring, managing, and providing feedback to technical resources
Associate degree in management or equivalent experience
Must be able to pass background check
Strong technical aptitude with excellent end-user interaction skills
Experience with ticketing systems, CRM, billing, ordering, scheduling, and phone systems (Microsoft Dynamics a plus)
Experience with contact center workforce management software and contact management systems
Exceptional knowledge of Microsoft Office applications
Proven ability to deliver departmental goals and key metrics
Ability to train and mentor team members effectively
Comfortable providing both positive and constructive feedback with emotional intelligence
Experience creating and reviewing documentation (SOPs, FAQs, troubleshooting guides)
Customer-first, troubleshooting mindset with strong sense of ownership
Strong verbal and written communication skills
Excellent at explaining complex concepts simply
Strong analytical and problem-solving abilities
Organizational skills with ability to prioritize and multi-task
Adaptable and willing to learn new skills quickly
High integrity and strong work ethic
Attention to detail with creative and strategic thinking
Ability to work in a fast-paced environment independently
Flexibility to work additional hours as business needs require
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Responsibilities

Supervise day-to-day operations of the Customer Technical Support team, ensuring timely resolution of technical customer issues
Support hiring, onboarding, and retention efforts for customer support team members
Train and coach team members to improve both technical and interpersonal skills
Provide regular performance feedback to help team members achieve key metrics (SLA, CSAT, TTR)
Foster a collaborative, high-performance culture focused on support excellence
Monitor queue availability and adjust schedules dynamically to meet service-level goals
Develop team schedules and establish clear performance requirements
Review daily priorities and take appropriate actions to ensure targets are met
Assist with creating and analyzing productivity reports (daily, weekly, monthly)
Manage and improve team standards, procedures, and working practices
Contribute to internal and external knowledge bases
Identify common customer issues and develop standardized solutions
Document and communicate process improvements
Serve as escalation point for critical customer issues
Take ownership of complex customer incidents, engaging other teams when necessary
Communicate effectively with customers and internal stakeholders about ticket status
Act as team point of contact when manager is unavailable
Provide operational coverage outside regular business hours when needed
Perform other duties as assigned