Customer Experience & Tech Support Leader (Remote)

Ideatek; Buhler (KS); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Bonus potential

Medical benefits

Coaching for families

Internet service

Tuition reimbursement

Community involvement

Culture of integrity

Job summary

IdeaTek in Kansas is seeking a Customer Experience & Technical Support Manager to lead the teams serving as the primary voice of the company, managing both customer service and internet support operations.

You will set strategy, analyze metrics, and partner with other departments to remove roadblocks and improve the customer journey, while mentoring staff and ensuring high-quality support.

Qualifications

• 3+ years leading a team in customer service or technical support.
• Experience managing both customer-facing support and technical troubleshooting workflows.
• Strong analytical and problem-solving skills with data-driven approach.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead and develop teams across Customer Experience and Internet Support.
• Deliver prompt, friendly technical and account support.
• Set strategy to optimize workflows and customer satisfaction.
• Analyze team data and call metrics to drive improvements.
• Escalate complex issues and advocate for customers.
• Collaborate with technical and operations teams.
• Demonstrate leadership and professional communication daily.

Skills

Team leadership

Customer service

Technical troubleshooting

Data analysis

Communication

Education

Bachelor's degree

Tools

Ticketing system

Live chat software

Job description

IdeaTek in Kansas is seeking a Customer Experience & Technical Support Manager to lead the teams serving as the primary voice of the company, managing both customer service and internet support operations.

You will set strategy, analyze metrics, and partner with other departments to remove roadblocks and improve the customer journey, while mentoring staff and ensuring high-quality support.