Racecommunications

Racecommunications

Assistant Customer Support Manager - Remote

California, United States

Work authorization required$26k-$30kDetected 16 days ago
CRMExcelProcess ImprovementCustomer SupportLeadershipCommunicationCollaborationMentoringMicrosoft Office

About the role

  • Race Communications is only accepting remote candidates who reside in the following states: California, Colorado, Florida, Missouri, Nevada, Oregon, Indiana and Illinois.
  • If you do not reside in one of these states, you are not eligible for remote employment.

Responsibilities

  • The Assistant Customer Support Manager is a proactive, customer-focused professional who supports the daily operations and effectiveness of the customer support function.
  • Working closely with the Customer Support Manager, this role helps ensure consistent, high-quality service delivery, strong team performance, and timely resolution of complex customer issues.
  • Serving as a key escalation resource, the Assistant Customer Support Manager provides hands-on guidance to support staff, helps optimize workflows, and contributes to continuous process improvements.
  • This role plays a critical part in strengthening customer relationships by addressing concerns with a retention-focused mindset, identifying risks to customer satisfaction, and supporting initiatives that drive loyalty and long-term engagement.
  • By reinforcing best practices, supporting escalations, and contributing to retention strategies, the Assistant Customer Support Manager helps enhance customer satisfaction, reduce churn, and deliver a seamless, high-quality customer experience.
  • Assist in leading and supporting a team of customer support representatives through coaching, mentorship, and daily guidance
  • Provide real-time support and feedback to team members, helping address performance challenges and customer scenarios
  • Stay current on products, services, policies, and customer support best practices Customer Service & Escalation Support
  • Support daily customer support operations, including ticket queue monitoring and workflow coordination
  • Identify opportunities to improve customer support processes and overall service efficiency

Requirements

  • Minimum of 18 years of age
  • High School Diploma or GED required
  • Strong understanding of customer service processes, technical troubleshooting, and industry best practices
  • Proficiency in customer relationship management (CRM) software
  • Ability to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs
  • Ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication

Nice to have

  • Minimum of 3-5 years of experience in customer support service within the telecommunications industry preferred

Skills

  • Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
  • Functional use of common office equipment, computers, and office software

Compensation

  • Why Join Our Team: Join a tight-knit crew-no faceless corporation vibes here Growth potential: promotions and new challenges are part of our DNA Competitive base salary Comprehensive

Benefits

  • Encourage knowledge sharing and continuous learning within the team
  • Help ensure proper workload distribution and coverage to meet service level targets and response times

Company info

  • We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994.
  • At Race, relationships matter as much as speed.
  • We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal.
  • Our team operates like family: collaborative, supportive, and dedicated to making a real difference.
  • When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose.
  • Position Impact: The Assistant Customer Support Manager is a proactive, customer-focused professional who supports the daily operations and effectiveness of the customer support function.
  • Qualifications and Experience: • Eligibility for US Employment without sponsorship • Minimum of 18 years of age • High School Diploma or GED required • Bachelor's degree (B.A./B.S.) or equivalent education in a related field is preferred • Minimum of 3-5 years of experience in customer support service within the telecommunications industry preferred • Demonstrated leadership or supervisory experience in a support environment preferred • Strong understanding of customer service processes, technical troubleshooting, and industry best practices • Proficiency in customer relationship management (CRM) software • Ability to manage competing priorities and support a fast-paced technical environment • Ability to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs • Ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication • Proficiency in Spanish Language a plus
  • collaborative, supportive, and dedicated to making a real difference.
  • Support customer retention efforts by addressing at-risk customers and reinforcing service value Customer Support Operations

Visa & Work Authorization

  • Qualifications and Experience: • Eligibility for US Employment without sponsorship • Minimum of 18 years of age • High School Diploma or GED required • Bachelor's degree (B
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This listing is sourced directly from Racecommunications's careers page and normalized into a canonical job model.