Support Team Lead: Customer Experience & Operations

Corel; Las Vegas (NV); On-site; USD 60,000 - 90,000; Full time

Job summary

ISP.net in Las Vegas is seeking an experienced Customer Support Supervisor to lead our Technical Support team and ensure an exceptional customer experience. You will coach, develop, and assess staff while coordinating with Network Operations, Field Technicians, Sales, Billing, and other departments.

This role emphasizes hands-on leadership, workflow management, performance monitoring, and after-hours support as needed. A strong customer-service background is highly valued.

Qualifications

• Experience in technical support, customer service, telecommunications, ISP, IT support, or related environment.
• Previous supervisory or team-lead experience preferred.
• Demonstrated ability to provide exceptional customer support and service.
• Strong understanding of customer service principles and support operations.
• Ability to learn and understand ISP services, technical support processes, and company systems.
• Proficiency with Google Workspace and Microsoft 365.

Responsibilities

• Supervise and support Technical Support team members to ensure work is completed accurately, efficiently, and on time.
• Serve as the primary point of contact for team members regarding questions and operational challenges.
• Provide ongoing coaching, mentoring, and feedback to improve employee performance and technical support skills.
• Communicate company updates, expectations, goals, and performance feedback to the team.
• Foster a positive, collaborative, and customer-focused team environment.
• Conduct annual and merit-based performance reviews and participate in hiring decisions.

Skills

Leadership

Communication

Customer service

Problem-solving

Multitasking

Analytical thinking

Tools

Google Workspace

Microsoft 365

Job description

ISP.net in Las Vegas is seeking an experienced Customer Support Supervisor to lead our Technical Support team and ensure an exceptional customer experience. You will coach, develop, and assess staff while coordinating with Network Operations, Field Technicians, Sales, Billing, and other departments.

This role emphasizes hands-on leadership, workflow management, performance monitoring, and after-hours support as needed. A strong customer-service background is highly valued.