Supervisor, Customer Support in Jacksonville, Florida at IQ Fiber

The Internet is now the heartbeat of our home, but too often internet service is frustrating and unreliable. IQ Fiber was created to offer 100% fiber-optic fast internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of the rapidly growing IQ Fiber team, your contributions will directly affect our success. Your work matters here.

We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where you voice matters. You’ll find a team who works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice.

Position Summary

IQ Fiber is seeking a Supervisor, Customer Support to lead and develop a high-performing customer technical support team. This role is responsible for monitoring contact queues and team availability, ensuring customer inquiries are resolved quickly and completely across phone, chat, and email. The Supervisor manages daily workload balance, arranges resources to meet operational demand, handles escalations, and surfaces important issues — including customer perception, personnel, service quality, and performance concerns — to senior leadership.

This is a high-energy, coaching-focused role that builds a collaborative, results-driven environment where team members can grow their careers while delivering an exceptional customer experience.

Essential Duties and Responsibilities

• Lead and coach the Customer Technical Support team, fostering a collaborative, high-performance culture focused on customer experience and individual career growth.

• Supervise day-to-day operations, monitoring contact queues and team availability to ensure timely resolution of customer inquiries and technical issues while maintaining service-level goals.

• Provide consistent performance management through regular coaching and feedback, helping team members meet key metrics including QA scores, Average Handle Time, and Single Contact Resolution.

• Serve as the escalation point for complex or critical customer issues, taking ownership of resolution and engaging internal teams as needed.

• Support hiring, onboarding, and retention efforts; train team members to strengthen both technical and interpersonal skills.

• Develop and manage team schedules, establish clear performance expectations, and review daily priorities to ensure targets are met.

• Drive operational improvements by identifying recurring issues, refining processes, and maintaining documentation including SOPs, troubleshooting guides, and knowledge base resources.

• Create and analyze productivity reports on a daily, weekly, and monthly basis to track performance trends and inform operational decisions.

• Communicate effectively with customers and internal stakeholders regarding ticket status, service updates, and issue resolution.

• Act as the team’s point of contact when the manager is unavailable; provide operational coverage outside regular business hours as needed.

Required Qualifications

• Associate degree in management or a related field, or equivalent work experience; must be able to pass a background check.

• 3+ years of experience supervising a technical support team within a technical service environment such as software, SaaS, wireless, or internet services.

• 3+ years of experience mentoring, managing, and delivering performance feedback to technical staff.

• 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 proficiency in Microsoft Office applications.

• Strong technical aptitude with the ability to explain complex concepts clearly to both technical and non-technical audiences.

• Skilled at creating and maintaining documentation including SOPs, FAQs, and troubleshooting guides.

• Ability to deliver on departmental goals and key metrics with strong analytical and problem-solving skills.

• Ability to work independently in a fast-paced environment with strong organizational, prioritization, and multitasking skills and high attention to detail.

• Ability to deliver both positive and constructive feedback with emotional intelligence and integrity.

• Ability to work additional hours and maintain flexibility across scheduling and operational coverage as business needs require.

What Success Looks Like

• The Customer Technical Support team is led and coached effectively, resulting in a collaborative, high-performance culture consistently focused on delivering an exceptional customer experience.

• Customer inquiries and technical issues are resolved in a timely manner, with contact queues and team availability actively monitored to maintain service-level goals.

• Team members receive consistent performance management, including regular coaching and feedback that helps them meet key metrics such as QA scores, Average Handle Time, and Single Contact Resolution.

• Complex customer issues are handled efficiently at the escalation level, with problems addressed thoroughly while preserving a positive customer experience.

• Operational improvements are driven proactively, with recurring issues identified, processes refined, and documentation such as SOPs, troubleshooting guides, and knowledge base resources kept current and accessible.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

IQ Fiber is an Affirmative Action and 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 on the basis of disability.

Applicants must be currently authorized to work for any U.S. employer on a full-time basis. We do not sponsor, transfer, or support employment visa status or work authorization extensions for any position.