Remote Customer Experience Supervisor and Tech Support Lead

Summit Broadband; Orlando (FL); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Summit Broadband in Central Florida is seeking a 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

Qualifications

• Experience leading a contact center team.
• Strong knowledge of Internet, TV, and Phone services.
• Ability to diagnose broadband and network issues.
• Track record of driving KPIs: SLA, CSAT, FCR, AHT, adherence.
• Pass background check and drug screening.

Responsibilities

• Supervise, coach, and develop a team of Customer Experience Advocates.
• Monitor KPIs and provide real-time guidance for interactions and escalations.
• Resolve complex customer concerns and escalated service issues.
• Partner with technical ops, field techs, and network teams to resolve issues.
• Identify recurring issues and recommend process improvements.
• Support staffing, scheduling, and onboarding initiatives.

Skills

Team leadership

Performance management

Customer experience

Escalation management

Technical support

Coaching

Job description

Summit Broadband in Central Florida is seeking a 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