Customer Support Lead - ISP

A leading provider of high-speed internet and communication solutions, serving both residential and commercial clients across Southern California and Las Vegas, is looking for a Customer Support Lead. With a focus on reliable connectivity powered by advanced private fiber and wireless infrastructure, the company is expanding its services and seeking a talented leader.

In this role, the Customer Support Lead will oversee a team dedicated to delivering exceptional customer service. The lead will manage call and ticket processes, provide hands-on support for complex issues, and ensure the overall success of the team. This position requires strong leadership skills and a passion for delivering top-notch service to ensure customer satisfaction.

Ready to Apply?

What's in it for you?

• Lead a dynamic support team and foster a positive culture
• Make a real impact on customer experience and team performance
• Work in a role where your technical and leadership skills are valued and developed

Responsibilities:

• Support the Department Manager in leading and mentoring a team of technical support agents, fostering a culture of collaboration and open communication.
• Efficiently manage and prioritize ticket assignments, ensuring prompt resolution of urgent issues.
• Serve as the escalation point for complex technical problems, collaborating with other departments as needed.
• Track, analyze, and improve team performance metrics, focusing on response times and service level agreements.
• Oversee IVR and ACD systems to ensure effective call management, utilizing ACD data to identify trends and address team challenges.
• Conduct team meetings, offer regular feedback, and contribute to the recruitment and training of new team members.

Skills / Must Have:

• Proven experience in a technical support role, ideally in the ISP or telecom industry.
• Supervisory or team lead experience, with strengths in team motivation and performance improvement.
• Strong knowledge of call center operations, including IVR and ACD systems.
• Excellent analytical skills to interpret data and drive improvements.
• Proficient with CRM systems and able to manage escalated customer issues diplomatically.
• Technical support knowledge with certifications (e.g., ITIL, CompTIA) a plus.

Benefits:

• Competitive salary and opportunities for career growth
• Supportive team culture with a focus on continuous improvement
• Training and professional development to keep your skills sharp

Salary: 

• Competitive (commensurate with experience)