Technical Support Team Lead – Customer Experience & Ops

Dobson Fiber; Oklahoma City (OK); On-site; USD 55,000 - 85,000; Full time

Job summary

Dobson Fiber is seeking a Technical Support Supervisor to lead a team delivering exceptional customer service and technical assistance to residential and business internet customers.

You will monitor service levels, coach staff, manage escalations, and drive continuous improvement while ensuring adherence to policies and delivering high-quality support across FTTH, GPON/XGS-PON networks, and Wi-Fi services.

Qualifications

• 3+ years of customer service or technical support experience.
• 1–3 years of leadership or supervisory experience in a call center environment.
• Strong understanding of broadband internet technologies and networking fundamentals.
• Experience using CRM, ticketing systems, and call center platforms.
• Excellent verbal and written communication skills.
• Strong problem-solving, organizational, and conflict-resolution abilities.
• Ability to lead in a fast-paced, metrics-driven environment.

Responsibilities

• Supervise, coach, and develop a team of Technical Support Representatives.
• Conduct regular one-on-one meetings, coaching sessions, and performance evaluations.
• Monitor employee performance and provide timely feedback to improve productivity and customer experience.
• Create a positive, accountable, and customer-focused work environment.
• Assist with hiring, onboarding, training, and employee development.

Skills

Customer service

Technical troubleshooting

Leadership

Communication

Problem solving

Analytical thinking

Time management

Conflict resolution

Coaching & employee development

Performance management

Tools

CRM systems

Ticketing systems

Call center platforms

Service Now

CHR Omnia 360

Calix

Nokia

Job description

Dobson Fiber is seeking a Technical Support Supervisor to lead a team delivering exceptional customer service and technical assistance to residential and business internet customers.

You will monitor service levels, coach staff, manage escalations, and drive continuous improvement while ensuring adherence to policies and delivering high-quality support across FTTH, GPON/XGS-PON networks, and Wi-Fi services.