Remote Customer Experience Lead: Tech Support & Coaching

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 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.