IQ Fiber · 4 days ago
Supervisor, Customer Support
Jacksonville, FL
Full-time
Onsite
Mid, Senior Level
3+ years expIQ Fiber is a company dedicated to providing high-speed fiber-optic internet and exceptional customer service. They are seeking a Customer Support Supervisor to lead and inspire a team, ensuring timely resolution of customer inquiries and fostering a collaborative work environment.
InternetResidentialService Industry
No H1B
Responsibilities
Supervise day-to-day operations of the Customer Technical Support team, ensuring timely resolution of technical customer issues
Support hiring, onboarding, and retention efforts for customer support team members
Train and coach team members to improve both technical and interpersonal skills
Provide regular performance feedback to help team members achieve key metrics (SLA, CSAT, TTR)
Foster a collaborative, high-performance culture focused on support excellence
Monitor queue availability and adjust schedules dynamically to meet service-level goals
Develop team schedules and establish clear performance requirements
Review daily priorities and take appropriate actions to ensure targets are met
Assist with creating and analyzing productivity reports (daily, weekly, monthly)
Manage and improve team standards, procedures, and working practices
Contribute to internal and external knowledge bases
Identify common customer issues and develop standardized solutions
Document and communicate process improvements
Serve as escalation point for critical customer issues
Take ownership of complex customer incidents, engaging other teams when necessary
Communicate effectively with customers and internal stakeholders about ticket status
Act as team point of contact when manager is unavailable
Provide operational coverage outside regular business hours when needed
Perform other duties as assigned
Qualification
Required
3+ years supervising a technical support team within a technical service environment (software, SaaS, wireless, internet)
3+ years mentoring, managing, and providing feedback to technical resources
Associate degree in management or equivalent experience
Must be able to pass background check
Strong technical aptitude with excellent end-user interaction skills
Experience with ticketing systems, CRM, billing, ordering, scheduling, and phone systems (Microsoft Dynamics a plus)
Experience with contact center workforce management software and contact management systems
Exceptional knowledge of Microsoft Office applications
Proven ability to deliver departmental goals and key metrics
Ability to train and mentor team members effectively
Comfortable providing both positive and constructive feedback with emotional intelligence
Experience creating and reviewing documentation (SOPs, FAQs, troubleshooting guides)
Customer-first, troubleshooting mindset with strong sense of ownership
Strong verbal and written communication skills
Excellent at explaining complex concepts simply
Strong analytical and problem-solving abilities
Organizational skills with ability to prioritize and multi-task
Adaptable and willing to learn new skills quickly
High integrity and strong work ethic
Attention to detail with creative and strategic thinking
Ability to work in a fast-paced environment independently
Flexibility to work additional hours as business needs require
Company
IQ Fiber
IQ Fiber is a new residential fiber-optic internet provider headquartered in Jacksonville, Florida.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$150MKey Investors
SDC Capital Partners
2023-05-23Private Equity· $150M
2021-09-15Acquired
Leadership Team
Ted Schremp
President & CEO
Steb Chandor
Chief Financial Officer
Recent News
Government Technology US
2025-10-31
Seattle TechFlash
2025-07-25
Company data provided by crunchbase