Customer Experience & Technical Support Manager

Customer Experience & Technical Support Manager Innovative Financial Technologies dba AW Broadband Amarillo, TX Job Details Full-time $60,000 - $65,000 a year 4 days ago Benefits Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Employee discount Life insurance Qualifications Process improvement Administrative experience Team development Team management Conflict management Organizational skills Account management Full Job Description

JOB PURPOSE

The Customer Experience & Technical Support Manager is responsible for leading all frontline customer operations, including customer service, technical support, scheduling, and collections. This role owns the full customer lifecycle, ensuring customers receive fast, accurate support while maintaining strong account accountability and cash flow performance. The manager leads, develops, and holds accountable both customer service representatives and support technicians, while also serving as the escalation point for complex service, technical, and billing issues.

DIRECT REPORTS

• Customer Service Representatives
• Support Technicians
• Scheduling / Dispatch Personnel
• Account Retention and Collections Functions

CORE RESPONSIBILITIES1.

Team Leadership & Accountability

• Lead, coach, and develop customer service and technical support teams
• Set clear expectations, performance goals, and accountability standards
• Conduct regular performance reviews and coaching sessions
• Recruit, hire, and train new team members
• Maintain proper staffing levels and manage schedules and time-off requests
• 2. Customer Experience Oversight
• Ensure a high level of customer service across all touchpoints
• Handle escalated customer issues, including complaints and disputes
• Monitor call quality and provide feedback and training
• Ensure professional, accurate, and consistent communication with customers
• Support account retention efforts and reduce churn 3. Technical Support Management
• Oversee daily technical support operations and ticket flow
• Serve as escalation point for complex technical issues
• Guide support technicians in troubleshooting and problem resolution
• Ensure tickets are properly assigned, tracked, and resolved in a timely manner
• Monitor aging tickets and enforce follow-up standards
• Coordinate with Network and Operations teams on outages and service issues
• Ensure accuracy of equipment assignments, job setup, and documentation 4. Collections & Account Management
• Oversee collections process for past-due accounts
• Ensure team is actively working delinquent accounts
• Handle escalated billing disputes and payment issues
• Enforce company policies regarding suspensions, disconnects, and reinstatements
• Balance customer retention with firm enforcement of payment expectations
• Track and improve collections performance and recovery rates 5. Operations & Coordination
• Work closely with Sales, Network, Install, and Operations teams
• Ensure accurate communication between departments
• Support scheduling and dispatch coordination
• Verify service requests and job details are accurate and complete
• Assist in managing workflow across multiple departments 6. Training & Development
• Lead ongoing training for customer service and support teams
• Ensure team is up to date on products, services, and procedures
• Train staff on both customer service and technical troubleshooting
• Partner with leadership to roll out new systems, services, and processes 7. Reporting & Process Improvement
• Track, analyze, and report on key performance metrics
• Build and maintain reports on team productivity and performance
• Identify inefficiencies and implement process improvements
• Document and maintain standard operating procedures 8. Administrative & Office Functions
• Maintain organized and efficient office operations
• Assist with billing issues, account reviews, and administrative workflows
• Support company events and internal coordination as needed
• Ensure compliance with company policies and procedures 9. General Responsibilities
• Answer overflow calls when needed
• Step in to support team during high-volume or critical situations
• Perform other duties as assigned

QUALIFICATIONS

• 2+ years experience leading a team
• Experience in customer service, technical support, or collections
• Strong leadership and team management skills
• Ability to handle difficult conversations and de-escalate situations
• Strong problem-solving and decision-making ability
• Technical aptitude (ISP, telecom, or networking experience preferred)
• Strong communication and organizational skills
• Ability to work independently and take ownership of outcomes

KEY COMPETENCIES

• Leadership and accountability
• Customer service excellence
• Technical troubleshooting oversight
• Conflict resolution and negotiation
• Time and resource management
• Process improvement and efficiency
• Data analysis and performance tracking

WORK ENVIRONMENT

• Office-based role with frequent computer and phone use
• High interaction with customers and internal teams
• Fast-paced environment with shifting priorities
• Regular exposure to escalated and high-pressure situations

SCHEDULE & AVAILABILITY

• Typical business hours fall between 8:00 AM - 6:00 PM, Monday through Friday
• This is a salaried role requiring flexibility based on business needs
• Occasional Saturday availability may be required
• Managers are expected to ensure team coverage and step in when necessary

COMPENSATION

• Salary range: $60,000 - $65,000 per year , based on experience
• Opportunity for growth as responsibilities and performance increase

MINIMUM REQUIREMENTS

• Ability to pass background and drug screening
• Strong work ethic and reliability
• Ability to manage stressful situations
• Consistent and punctual attendance

PHYSICAL DEMANDS

• Sitting for extended periods
• Frequent phone and computer use

POSITION SUMMARY

(for internal clarity) This role is responsible for:

• The people (CSRs + Tech Support)
• The process (tickets, calls, collections, workflows)
• The outcome (customer satisfaction + cash collection + efficiency) Join us as we deliver innovative solutions that put the customer at the heart of everything we do!

We are committed to empowering our team members with the tools they need to succeed while providing an inclusive environment that values leadership, initiative, and excellence.

Pay:

$60,000.00 - $65,000.00 per year

Benefits:

401(k) matching Dental insurance Employee discount Health insurance Life insurance Paid time off Vision insurance

Location:

Amarillo, TX 79101 (Required)

Work Location:

In person