Assistant Customer Support Manager

Role overview

Race Communications is hiring a remote Assistant Customer Support Manager to help run and improve the customer support operation. This role partners closely with the Customer Support Manager to keep service quality high, guide the support team, resolve complex issues, and strengthen customer retention. The position is primarily work-from-home, with occasional visits to other company offices or off-site locations when needed.

Work location and remote setup

This role is based remotely and is intended for candidates living in California, Colorado, Florida, Missouri, Nevada, Oregon, Indiana, or Illinois. Applicants outside these states are not eligible for remote employment. Work is expected to be performed from a home office five days a week. The company may require the use of a personal phone and internet connection for telecommuting, with reimbursement handled under Race's telecommuting policy.

What the role contributes

The Assistant Customer Support Manager plays a key part in maintaining strong customer relationships by supporting escalations, coaching representatives, improving workflows, and helping lower churn. The position is focused on delivering responsive, high-quality support while keeping the team aligned with service goals, performance standards, and customer experience priorities.

Core responsibilities

• Support and guide customer support representatives through coaching, mentoring, and day-to-day direction.
• Reinforce department goals, service standards, and performance expectations established by management.
• Provide live help and constructive feedback when team members face customer or performance challenges.
• Help create a collaborative, positive, and customer-first team culture.
• Assist with training programs that build product knowledge, service skills, and systems proficiency.
• Help onboard new hires and continue ongoing development for existing team members.
• Stay informed about products, services, internal policies, and customer support best practices.
• Serve as a backup escalation contact for difficult customer concerns, account questions, and service issues.
• Help resolve escalated tickets promptly and professionally while aiming for satisfactory outcomes.
• Monitor customer interactions to ensure consistency, quality, and compliance with standards.
• Support retention-focused efforts by addressing customers who may be at risk of leaving.
• Oversee day-to-day support operations, including queue monitoring and workflow coordination.
• Help balance workloads and coverage so service levels and response times stay on target.
• Assist with handling inquiries, account changes, billing questions, and service requests.
• Step in to manage customer interactions during busy periods or operational peaks.
• Look for ways to streamline support processes and improve service efficiency.
• Help implement new tools, workflows, and customer experience initiatives.
• Identify and address bottlenecks that affect speed and resolution quality.
• Coordinate with Billing, Sales, Field Operations, and other teams to support issue resolution.
• Share recurring customer problems with internal stakeholders and help drive longer-term fixes.
• Contribute to cross-functional efforts that improve the overall customer experience.
• Track and review performance indicators such as response time, resolution time, and customer satisfaction.
• Monitor team trends that may affect service quality and retention.
• Support leadership reporting on team performance and operational improvements.
• Ensure support activities follow company policies, procedures, and service standards.
• Maintain accurate documentation of customer interactions, processes, and resolutions.
• Help update knowledge base articles and internal reference materials.
• Support escalated customer situations with a prompt, empathetic, and professional approach.
• Act as a point of contact for high-impact issues and help coordinate communication and follow-through.
• Partner with customers and internal teams to protect relationships and reinforce the value of the service.
• Perform additional duties as needed.

Required qualifications

• Must be eligible to work in the United States without sponsorship.
• Must be at least 18 years old.
• High school diploma or GED is required.
• A bachelor's degree or equivalent education in a related field is preferred.
• Three to five years of customer support experience in the telecommunications industry is preferred.
• Prior leadership or supervisory experience in a support setting is preferred.
• Strong understanding of customer service workflows, technical troubleshooting, and industry best practices is needed.
• Experience using CRM systems is required.
• Ability to manage multiple priorities in a fast-moving technical environment is important.
• Willingness to work nights, weekends, holidays, and overtime when business needs require it.
• Must be able to communicate effectively in English, including speaking, reading, writing, and comprehension.
• Spanish language ability is a plus.
• Proficiency with Microsoft Office tools such as Teams, Word, Excel, and PowerPoint, as well as teleconferencing platforms, is needed.
• Comfort with common office equipment, computers, and office software is required.

Schedule and working conditions

The job follows a five-day, eight-hour work schedule. The role may require occasional overtime and work during nights, weekends, and holidays to maintain continuity of operations and address urgent business needs.

Compensation and benefits

The hourly pay range for this position is $26 to $30. Benefits include 100% company-paid medical and dental coverage, free fiber internet service for employees living in the service area, PTO for vacation and sick time, 11 paid holidays, paid birthdays, and 401(k) matching at 4%.

Why join Race Communications

Race Communications describes itself as a community-focused fiber internet provider serving California since 1994. The company emphasizes a collaborative, family-like culture built on integrity, mutual respect, and shared purpose, along with room for growth and new challenges.

Additional information

Telecommuting may require the use of a personal phone and internet connection, with reimbursement provided according to company policy. Occasional travel to other Race offices or off-site locations may be required. The company also notes that all employees must follow applicable policies and procedures.