Lead, Customer Service Technical Support

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

As a Lead for Customer Service Technical Support you will provide expert service and quality experience at every customer touchpoint related to Charter connectivity services, including complex troubleshooting internet, phone or video service issues and handling basic billing inquiries (i.e., taking a payment, providing account balance, etc.) using internal tools and applications.

Employees in this role are responsible for establishing and maintaining professional and positive relationships with customers on behalf of Charter and ensuring issues are addressed consistently with company policies and practices. The position requires the employee to be a subject matter expert related to our services, with the capability to navigate efficiently through our workflow processes and use our tools effectively.

They work independently with minimal supervision, are flexible to provide support to front line representatives and assist with customer escalations on complex situations.

• Actively and consistently serves as the primary contact and expert for internet, phone, video and basic billing inquiries aligned with scope of support to address team questions and customer escalations.
• Serves as an ambassador for the business, taking appropriate action to address a customer’s concerns or needs, transforming the customer experience.
• Ensures that the customer’s experience is exceptional before ending an interaction with a customer.
• Actively participates in learning and development initiatives to remain current and knowledgeable on every aspect of supported products.
• Participates in quality coaching sessions to encourage efficient and effective interactions with customers. Identifies internet/phone/video/billing support training and skill gaps and provides feedback and recommendations for improvement.
• Assists representatives with customer questions/escalations in a professional, effective, and efficient manner.
• Coordinates and communicates with Call Center supervision, to ensure efficient operations and customer satisfaction.
• Remains current and knowledgeable on every aspect of supported product.
• Complies with all company and call center policies and procedures.
• Accurately documents customer account records based on actions taken.
• Fulfills work schedules as required.
• Performs other duties as assigned.

• Call center environment.

• Education:
  
  High school diploma or equivalent
• Experience:
  • Successful completion of a minimum of 1 year as a CSR
  • Successfully fulfilled Career Progression requirements
  • Experience working in cable operations and/or telecommunications call center
  • Advanced knowledge/experience of internet, phone and video repair
• Skills:
  
  Knowledgeable/experienced in internet/phone/video operations

• Education:
  
  Associate's degree

COP 2026

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S.

We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.