Assistant Customer Support Manager - Remote

Location:
Remote

Location Status: Work will be primarily performed remotely from home office 5 days per week. Employee may be required to utilize personal phone and internet services to perform telecommuting with reimbursement according to Race's telecommuting policy. Occasional travel to and work from other Race offices or off‑site locations may be required.

Race Communications is only accepting remote candidates who reside in the following states: California, Colorado, Florida, Missouri, Nevada, Oregon, Indiana and Illinois. If you do not reside in one of these states, you are not eligible for remote employment.

100% Company-Paid Medical and Dental Benefits

Free Fiber Internet Service

Comp: $26 to $30 per hour

5 Days/8 Hours

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. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose.

The Assistant Customer Support Manager is a proactive, customer‑focused professional who supports the daily operations and effectiveness of the customer support function. Working closely with the Customer Support Manager, this role helps ensure consistent, high‑quality service delivery, strong team performance, and timely resolution of complex customer issues. Serving as a key escalation resource, the Assistant Customer Support Manager provides hands‑on guidance to support staff, helps optimize workflows, and contributes to continuous process improvements.

This role plays a critical part in strengthening customer relationships by addressing concerns with a retention‑focused mindset, identifying risks to customer satisfaction, and supporting initiatives that drive loyalty and long‑term engagement. By reinforcing best practices, supporting escalations, and contributing to retention strategies, the Assistant Customer Support Manager helps enhance customer satisfaction, reduce churn, and deliver a seamless, high‑quality customer experience.

• 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 to ensure operational continuity and address critical business needs
• Ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
• Proficiency in Spanish Language a plus

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

• Assist in leading and supporting a team of customer support representatives through coaching, mentorship, and daily guidance
• Reinforce performance expectations, service standards, and departmental goals set by management
• Provide real‑time support and feedback to team members, helping address performance challenges and customer scenarios
• Promote a positive, collaborative, and customer‑focused team environment

• Support the development and delivery of…