[Hiring] Assistant Customer Support Manager @Race Communications

Role Description

The Assistant Customer Support Manager is a proactive, customer-focused professional who supports the daily operations and effectiveness of the customer support function. This role helps ensure consistent, high-quality service delivery, strong team performance, and timely resolution of complex customer issues.

• Serve as a key escalation resource, providing hands-on guidance to support staff.
• Help optimize workflows and contribute to continuous process improvements.
• Strengthen customer relationships by addressing concerns with a retention-focused mindset.
• Identify risks to customer satisfaction and support initiatives that drive loyalty and long-term engagement.
• Reinforce best practices, support escalations, and contribute to retention strategies.
• Enhance customer satisfaction, reduce churn, and deliver a seamless, high-quality customer experience.

Qualifications

• 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.
• Ability to effectively communicate in English.
• Proficiency in Spanish Language a plus.

Requirements

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

Benefits

• 100% Company-Paid Medical and Dental Benefits.
• Free Fiber Internet Service.
• Compensation: $26 to $30 per hour.
• 5 Days/8 Hours work schedule.
• Comprehensive Benefits Package including PTO, 11 paid holidays, paid birthdays, and 401k matching (4%).
• A culture built on integrity, mutual respect, and a shared purpose.

Company Description

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.

• Collaborative, supportive team environment.
• Dedicated to making a real difference.
• Values integrity and celebrates wins together.