Supervisor, Customer Support

A Smarter Career Choice
Because the internet is now the heartbeat of our homes and an essential tool for business, it should run without interruption or stress. IQ Fiber was created to offer 100% fiber-optic high-speed internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of our rapidly growing team, your contributions will directly impact our success. Your work matters here.

We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team that works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice.

Position Summary

***This is an on-site, in-person position located in Jacksonville, FL***
Our Customer Support Supervisor is a high-energy, coaching-focused role that inspires a collaborative, results-driven culture as well as an environment that allows individuals to thrive in their careers.

This supervisor position is responsible for monitoring the team's contact queues and availability to ensure customer inquiries are responded to quickly and completely through phone calls, chat, and emails. The supervisor will ensure daily workload balance and arrange resources to meet our operational demand, including assisting in the queue and responding to customers, as well as handle escalations to ensure the team is meeting its goals. The supervisor will also bring forward issues to the leadership team, such as customer perception, personnel, service, and/or performance issues.

Essential Duties and Responsibilities

• Supervise day-to-day operations of the Customer Technical Support team, ensuring timely resolution of technical customer issues
• Support hiring, onboarding, and retention efforts for customer support team members
• Train and coach team members to improve both technical and interpersonal skills
• Provide regular performance feedback to help team members achieve key metrics (SLA, CSAT, TTR)
• Foster a collaborative, high-performance culture focused on support excellence
• Monitor queue availability and adjust schedules dynamically to meet service-level goals
• Develop team schedules and establish clear performance requirements
• Review daily priorities and take appropriate actions to ensure targets are met
• Assist with creating and analyzing productivity reports (daily, weekly, monthly)
• Manage and improve team standards, procedures, and working practices
• Contribute to internal and external knowledge bases
• Identify common customer issues and develop standardized solutions
• Document and communicate process improvements
• Serve as escalation point for critical customer issues
• Take ownership of complex customer incidents, engaging other teams when necessary
• Communicate effectively with customers and internal stakeholders about ticket status
• Act as team point of contact when manager is unavailable
• Provide operational coverage outside regular business hours when needed
• Perform other duties as assigned

Qualifications

• 3+ years supervising a technical support team within a technical service environment (software, SaaS, wireless, internet)
• 3+ years mentoring, managing, and providing feedback to technical resources
• Associate degree in management or equivalent experience
• Must be able to pass background check
• Strong technical aptitude with excellent end-user interaction skills
• Experience with ticketing systems, CRM, billing, ordering, scheduling, and phone systems (Microsoft Dynamics a plus)
• Experience with contact center workforce management software and contact management systems
• Exceptional knowledge of Microsoft Office applications
• Proven ability to deliver departmental goals and key metrics
• Ability to train and mentor team members effectively
• Comfortable providing both positive and constructive feedback with emotional intelligence
• Experience creating and reviewing documentation (SOPs, FAQs, troubleshooting guides)
• Customer-first, troubleshooting mindset with strong sense of ownership
• Strong verbal and written communication skills
• Excellent at explaining complex concepts simply
• Strong analytical and problem-solving abilities
• Organizational skills with ability to prioritize and multi-task
• Adaptable and willing to learn new skills quickly
• High integrity and strong work ethic
• Attention to detail with creative and strategic thinking
• Ability to work in a fast-paced environment independently
• Flexibility to work additional hours as business needs require

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.