Assistant Customer Support Manager - Remote

Location: Remote

Location Status: Work will be primarily performed remotely from home office 5 days per week. Occasional travel to and work from other Race offices or off-site locations may be required.

Race Communications is only accepting remote candidates who reside in the following states: California,

Colorado, Florida, Missouri, Nevada, Oregon, Indiana and Illinois. If you do not reside in one of these

states, you are not eligible for remote employment.

100% Company-Paid Medical and Dental Benefits

Free Fiber Internet Service

Comp: $26 to $30 per hour

5 Days/8 Hours

Who We Are:

We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose.

Position Impact:

The Assistant Customer Support Manager is a proactive, customer-focused professional who supports the daily operations and effectiveness of the customer support function. Working closely with the Customer Support Manager, this role helps ensure consistent, high-quality service delivery, strong team performance, and timely resolution of complex customer issues. Serving as a key escalation resource, the Assistant Customer Support Manager provides hands-on guidance to support staff, helps optimize workflows, and contributes to continuous process improvements. This role plays a critical part in strengthening customer relationships by addressing concerns with a retention-focused mindset, identifying risks to customer satisfaction, and supporting initiatives that drive loyalty and long-term engagement. By reinforcing best practices, supporting escalations, and contributing to retention strategies, the Assistant Customer Support Manager helps enhance customer satisfaction, reduce churn, and deliver a seamless, high-quality customer experience.

Requirements

Qualifications and Experience:

• Eligibility for US Employment without sponsorship

• Minimum of 18 years of age

• High School Diploma or GED required

• Bachelor’s degree (B.A./B.S.) or equivalent education in a related field is preferred

• Minimum of 3–5 years of experience in customer support service within the telecommunications industry preferred

• Demonstrated leadership or supervisory experience in a support environment preferred

• Strong understanding of customer service processes, technical troubleshooting, and industry best practices

• Proficiency in customer relationship management (CRM) software

• Ability to manage competing priorities and support a fast-paced technical environment

• Ability to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs

• Ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication

• Proficiency in Spanish Language a plus

Skills:

• Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications

• Functional use of common office equipment, computers, and office software

Essential Duties and Responsibilities:

Team Leadership & Support

• Assist in leading and supporting a team of customer support representatives through coaching, mentorship, and daily guidance

• Reinforce performance expectations, service standards, and departmental goals set by management

• Provide real-time support and feedback to team members, helping address performance challenges and customer scenarios

• Promote a positive, collaborative, and customer-focused team environment

Training & Development

• Support the development and delivery of training programs to enhance customer service skills, product knowledge, and system proficiency

• Assist with onboarding new hires and ongoing coaching initiatives

• Encourage knowledge sharing and continuous learning within the team

• Stay current on products, services, policies, and customer support best practices

Customer Service & Escalation Support

• Act as a secondary escalation point for complex customer concerns, account issues, and service-related inquiries

• Assist in resolving escalated tickets, ensuring timely, professional, and satisfactory outcomes

• Monitor customer interactions to ensure service quality, consistency, and adherence to standards

• Support customer retention efforts by addressing at-risk customers and reinforcing service value

Customer Support Operations

• Support daily customer support operations, including ticket queue monitoring and workflow coordination

• Help ensure proper workload distribution and coverage to meet service level targets and response times

• Assist in managing workflows related to customer inquiries, account updates, billing questions, and service requests

• Step in as needed to handle customer interactions during high-volume periods

Process Improvement & Implementation

• Identify opportunities to improve customer support processes and overall service efficiency

• Support the implementation of new tools, workflows, and customer experience initiatives

• Assist in addressing workflow bottlenecks to improve response times and resolution effectiveness

Cross-Department Collaboration

• Work with Billing, Sales, Field Operations, and other internal teams to support issue resolution and service delivery

• Assist in communicating recurring customer concerns and contributing to long-term solutions

• Support cross-functional initiatives that enhance the overall customer experience

Performance Monitoring & Reporting

• Assist in tracking and analyzing key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction

• Help monitor team performance and identify trends impacting service quality and customer retention

• Support reporting efforts for leadership on team performance and operational improvements

Compliance & Documentation

• Ensure adherence to company policies, procedures, and customer support standards

• Support accurate documentation of customer interactions, processes, and resolutions

• Help maintain and update knowledge base content and internal documentation

Issue Resolution and Relationship Management:

• Assist in managing escalated customer concerns, ensuring prompt, professional, and empathetic resolution

• Support as a point of contact for high-impact customer issues, helping coordinate communication and follow-through

• Identify at-risk customers and support retention efforts to improve customer satisfaction and reduce churn

• Partner with customers and internal teams to proactively resolve concerns, reinforce service value, and strengthen long-term relationships

Additional duties as required.

Benefits

Why Join Our Team:

• Join a tight-knit crew—no faceless corporation vibes here
• Growth potential: promotions and new challenges are part of our DNA
• Competitive base salary
• Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)
• Free fiber internet service for all employees living in our service area
• A culture built on integrity, mutual respect, and a shared purpose

Call to Action:

Let's chat. If you're ready to move forward, click "Apply" below, our team can't wait to meet you.