Customer Service Supervisor Ripple Fiber
We are seeking a Customer Service Supervisor to join our growing team in Arkansas.
About Ripple Fiber
Our mission is to provide access to the best internet for life, while bridging the digital divide, using advanced technology aimed at improving people's lives. Our technology has proven successful in other countries around the world and has provided ease of access to more opportunities from an education, entertainment, and employment perspective.
We have achieved the above by providing faster, more stable fiber internet connection, providing each user with their own bandwidth without needing to share with anyone else. Simply put, the capacity of fiber is a lot faster than copper and is the internet of the future.
Our aim is to provide this internet access to over 3 million homes over the next 7 years, across various states.
About our Culture
We are a dynamic fast growing, fast paced, innovative company filled with ambitious, self-starters with entrepreneurial mindsets. We are people centric and place emphasis on employee experience, career growth and development.
About the Role
In this role, you will directly oversee a team of Customer Service Representatives (CSRs), ensuring efficient daily operations and high-quality support across all customer interactions. You will be responsible for monitoring call performance, coaching team members, managing real-time service queues, and supporting operational goals related to scheduling, billing, and customer retention. Success in this role requires a hands-on leader with excellent communication skills, a strong understanding of performance metrics, and a passion for delivering exceptional customer experiences.
Key Responsibilities:
- Team Leadership & Development: Manage and coach a team of CSRs, setting expectations, providing feedback, and driving performance through regular one-on-ones, coaching sessions, and team huddles.
- Performance Monitoring: Monitor team and individual performance across all key responsibilities, ensuring service levels, quality standards, and departmental goals are consistently met.
- Escalation Management: Handle customer escalations with professionalism and urgency, ensuring effective resolution and a positive customer outcome.
- Strategic Planning & Execution: Contribute to the development and implementation of team strategies that enhance service delivery, streamline processes, and support overall business objectives.
- Training & Quality Assurance: Provide regular coaching, performance observations, and ongoing training to ensure consistent service quality and support team development.
- Interdepartmental Collaboration: Work cross-functionally with other departments to resolve issues, share insights, and drive service improvements.
- Recognition & Culture: Lead team recognition efforts that celebrate wins, promote engagement, and reinforce high performance.
Qualifications & Requirements:
- Education: High school diploma required; bachelor's degree in a related field preferred.
- Experience: Proven experience in a customer support or supervisory role.
- Problem Solving: Excellent problem solving and decision-making abilities.
- Analytical Skills: Ability to monitor performance data and use insights to coach team members and drive improvements.
- Leadership & Communication: Strong interpersonal, communication, and leadership skills with the ability to motivate and develop a high-performing team.
- Availability & Flexibility: Willingness to be available to take calls and work during standard business hours with flexibility for evenings, weekends, and holidays as needed.
We offer a competitive salary, comprehensive benefits package (including 401k packages), various perks and opportunities for growth and development. If you believe you are a fit from a role and culture perspective, please submit your resume, along with a cover letter for consideration.
Ripple Fiber is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Ripple Fiber is committed to providing veteran employment opportunities to our service men and women.