Customer Experience Supervisor - Contact Center

Summit Broadband; United States; Hybrid; USD 70,000 - 90,000; Full time

Job summary

Summit Broadband seeks a Customer Experience Supervisor to lead a team supporting residential customers with Internet, Video, and Phone services. The role combines people leadership, operational excellence, and technical troubleshooting to deliver an exceptional customer experience and meet performance goals.

The ideal candidate coaches agents, manages escalations, and collaborates with technical operations to resolve complex issues while maintaining high service standards.

Responsibilities

• Lead a team of Customer Experience Advocates, conduct performance reviews, and provide coaching.
• Monitor KPIs such as service level, CSAT, FCR, AHT, and adherence; provide real-time guidance.
• Resolve complex customer concerns and escalated service issues with empathy and professionalism.
• Partner with technical operations, field technicians, and network teams to drive issue resolution.
• Identify recurring issues and recommend process improvements.
• Serve as a subject matter expert for Internet, Video, and Phone services; assist with troubleshooting.
• Support staffing, scheduling, and workforce management; participate in onboarding and training.

Job description

Summit Broadband Inc. is a cutting edge, fiber-based broadband provider delivering best in class residential, commercial, and hospitality technology solutions. This growing, dynamic high-tech company headquartered in sunny Central Florida is seeking a Customer Experience Supervisor to join our Contact Center Team and grow with us. The new Summit Broadband is poised for an incredible future fueled by team members dedicated to being the best.

Job Title: Customer Experience Supervisor

Reports to: Director, Contact Center

Status: Full-Time/Exempt

Location: Central Florida – Remote position, but will require occasional in-office participation at the Orlando Office.

Position Summary:

We are seeking a customer-focused and technically proficient Customer Experience Supervisor to lead a team of Customer Experience Advocates supporting residential customers with Internet, Video, and Phone services. This role combines people leadership, operational excellence, and technical expertise to ensure an exceptional customer experience while achieving performance goals. The ideal candidate is an experienced contact center leader who can coach employees, drive performance, and assist with escalated troubleshooting of broadband, television, and voice service issues. This individual will serve as a key resource for both frontline agents and customers by providing guidance on complex technical support scenarios.

Key Responsibilities:

Team Leadership & Performance Management

• Supervise, coach, and develop a team of Customer Experience Advocates.
• Conduct regular performance reviews, quality evaluations, and one‑on‑one coaching sessions.
• Monitor key performance indicators (KPIs) including service level, customer satisfaction, first-call resolution, average handle time, and adherence.
• Provide real‑time support and guidance for customer interactions and escalated calls.
• Foster a positive, accountable, and customer‑centric work environment.
• Recognize and reward employee achievements while addressing performance concerns promptly.

Customer Experience & Escalation Management

• Resolve complex customer concerns and escalated service issues.
• Ensure agents deliver professional, empathetic, and effective customer support.
• Partner with technical operations, field technicians, and network teams to facilitate issue resolution.
• Identify recurring customer issues and recommend process improvements.

Technical Support & Troubleshooting

• Serve as a subject matter expert for Internet, Video, and Phone services.
• Assist agents with diagnosing and resolving:
• Internet connectivity issues
• Wi‑Fi performance concerns
• Modem and router troubleshooting
• IPTV, cable, and video service disruptions
• Set‑top box and streaming device issues
• VoIP and traditional phone service problems
• Service provisioning and activation concerns
• Interpret troubleshooting tools, network diagnostics, and customer account information.
• Support outage management and customer communication efforts during service‑impacting events.
• Maintain knowledge of emerging technologies, products, and service offerings.

Operational Excellence

• Ensure compliance with company policies, procedures, and regulatory requirements.
• Analyze contact center reports and performance data to identify trends and opportunities.
• Support staffing, scheduling, and workforce management initiatives.
• Participate in new hire onboarding, training, and continuous education programs.
• Collaborate with leadership on process improvements and operational initiatives.