Customer Experience & Technical Support Manager

Customer Experience & Technical Support Manager

We're small-town techies and Kansans at heart, committed to helping our communities thrive through fast, reliable internet. We didn't start broadband to build a business—we built a business to bring broadband to Kansans. When you call us, you'll reach a real, local person who cares.

We offer an inspiring environment with meaningful work, where employees are encouraged to think creatively and deliver exceptional service.

A Day in the Life as a Customer Experience & Technical Support Manager

A Customer Experience & Technical Support Manager spends the day leading, empowering, and guiding the teams that serve as the primary voice and face of Idea Tek. They oversee both customer service and internet support operations, ensuring our teams deliver high-quality account support and effective technical troubleshooting.

Throughout the day, they set strategy, analyze performance metrics, and advocate for customer satisfaction. By collaborating across internal departments, they eliminate roadblocks for their staff, resolve complex escalated issues, and lead process improvements to continuously enhance the overall customer journey.

Location:

This role may be remote or hybrid with occasional travel to Buhler or Wichita as needed to meet business needs.

Hours:

8-5 M-F with flexibility to be available on nights and weekends if needed.

What You'll Do

Key responsibilities include:

• Lead, mentor, and develop team members across both Customer Experience and Internet Support functions.
• Foster an encouraging environment where team members are empowered to deliver prompt, friendly, and effective technical and account support.
• Set strategy and vision to optimize support workflows, technical troubleshooting, and overall customer satisfaction.
• Manage and analyze team data, inquiry trends, and call metrics to drive strategic decision-making and process improvements.
• Serve as an escalation point for complex technical and billing concerns, advocating on the customer's behalf to ensure resolution.
• Collaborate with internal technical, network, and operations teams to align customer support strategies with company goals.
• Exhibit strong leadership, empathy, patience, and professional communication daily.

What We're Looking For To be considered for this role, you'll need the following required qualifications:

• 3+ years of experience leading a team, preferably within a customer service or technical support call center environment.
• Proven track record of managing both customer-facing support and technical troubleshooting workflows.
• Strong analytical and problem-solving skills to evaluate data, identify operational bottlenecks, and implement effective solutions.
• Strong communication and interpersonal skills, with a passion for helping and leading others.

What Will Help You Stand Out

• Previous leadership experience specifically within an Internet Service Provider (ISP), telecommunications, or technical helpdesk setting.
• Experience in retention strategies, processes and coaching.
• Bachelor's degree in Business, Communications, Information Technology, or a related field.
• Experience implementing support technologies, ticketing automation, or live chat support systems.
• Bi-lingual proficiency in both English and Spanish.

Desired Attributes Beyond the qualifications, these attributes are what make someone a great fit for our team:

• Passion for leading others with a genuine drive to motivate and develop high-performing teams.
• Relationship-focused leadership style centered on understanding customer and employee needs.
• Ability to tackle tough technical and operational problems head-on.
• High attention to detail, strong organizational skills, and efficient task management.

Why Join Idea Tek? Idea Tek is a cutting-edge telecommunications company dedicated to bringing fast, reliable internet to underserved communities. We're a passionate team of innovators and problem-solvers committed to making a difference in the lives of our customers. At Idea Tek, we value our employees and foster a culture of collaboration, growth, and community involvement.

A few of the key ways we strive to make employees feel valued include:

• Competitive pay…