Director of Customer Care & Support

Company Overview We are a Hudson Oaks, Texas-based Internet Service Provider (ISP) delivering High Speed Internet and Voice Services throughout multiple states to residential, business, K-12 Education and government customers. We believe there is much more to an internet company than just delivering cost-effective internet solutions; we believe in delivering an overall customer experience that our competitors simply cannot match. Please attach a resume to your application Overview Nextlink is seeking a Director of Customer Care & Support to lead and scale our customer experience organization. This role owns both strategy and execution across all customer-facing support functions, including Tier 1 Support, Senior Technical Support (STS), Billing/Retention, Quality Assurance (QA), and Training. This leader will be responsible for building a high-performing organization, driving customer satisfaction, and ensuring operational excellence across all touchpoints. The ideal candidate brings a strong balance of strategic leadership, workforce planning, and hands-on operational execution. What You'll Own Leadership & Strategy Set the vision and direction for the entire Customer Care organization Lead and develop leaders across Support, QA, Billing, and Training Align department strategy with company goals, ensuring scalability and consistency Operations & Performance Own and drive KPIs across all support channels (phone, chat, email) Ensure SLAs and service standards are consistently exceeded Partner with IT, Sales, Field Ops, and NOC to improve the end-to-end customer experience Identify and implement process improvements that drive efficiency and customer satisfaction Training & Development Oversee onboarding and ongoing training programs Build clear career paths and leadership pipelines Creating a culture of accountability, coaching, and continuous improvement Quality Assurance Lead QA strategy to ensure high-quality, consistent customer interactions Use insights and data to coach teams and improve performance at scale Compliance & Risk Ensure compliance with PCI, CPNI, SOX, and other regulatory standards Proactively updating policies and processes as requirements evolve Financial & Resource Management Manage department budget, forecasting staffing, and operational needs Identify cost efficiencies without compromising service quality What We're Looking For 7-10+ years of leadership experience in contact center, customer care, or support operations Strong background in technical support, help desk, or ISP/telecom environments preferred Proven success managing multi-functional teams (Support, QA, Training, Billing) Deep understanding of KPIs, workforce management, and contact center operations Experience with CRM systems, QA tools, and workforce platforms Knowledge of ITIL frameworks and support best practices is a plus Strong financial and workforce planning experience Proven ability to build, scale, and retain high-performing teams Key Traits for Success Strategic thinker who can execute and deliver results Strong leadership presence with the ability to influence at all levels Data-driven and highly analytical Excellent communicator (written and verbal) Calm under pressure, adaptable, and solutions-focused Hands-on leader who drives accountability and ownership Role Details Full-time, exempt Based in Hudson Oaks, TX Occasional travel required Why This Role Matters This role will directly shape the future of Customer Care at Nextlink—driving performance, improving customer experience, and building the leadership foundation needed for continued growth. Equal Opportunity Nextlink is an Equal Opportunity Employer and maintains a drug-free workplace.

Job Type:

Full-time Benefits:

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

Experience:

Call center management: 7 years (Required) IT customer support: 7 years (Required)

KPIs/metrics:

3 years (Preferred) Affirmative Action (AAP/EEO Statement): Nextlink is an 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 based on disability.

Drug Free Workplace:

Nextlink intends to provide a safe work environment that will help protect the safety, health and well-being of all employees. Therefore, we are committed to an alcohol and drug-free workplace.