Supervisor, Customer Support and Wireless Operations

Position Title: Supervisor, Customer Support & Wireless Operations

$44,236 to $66,338 annually DOE

Comprehensive health benefits include - medical, dental, vision, 401k, flexible spending account, paid

sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and

education reimbursement programs.

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are

delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by

mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT,

so does our need for team members who can help us grow and realize our goals.

We may be building internet, but we are reaching real people. We strive to build relationships and provide

customers and communities with refreshingly great experiences.

We emphasize our values in all our interactions:

Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put

ourselves in their shoes and give them our full attention.

Empowering You: We empower our customers to choose the products that best meet their needs, and

we support our employees to implement solutions that elevate the experiences of our customers and

coworkers.

Innovation and Improvement: We always look for ways to make the experiences of our customers -

and each other - better.

Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a

corporation.

Job Summary

The Supervisor, Customer Support & Wireless Operations plays a pivotal role in leading and supporting a

team of customer care representatives to deliver exceptional service to our valued customers. This role

requires a proactive individual who thrives in a customer-facing environment, fosters teamwork, and is

dedicated to ensuring Ziply customers have the best experience possible.

Essential Duties and Responsibilities:

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee

and not intended to reflect all duties performed.

• Supervise and mentor a team of customer care representatives, providing coaching, leadership,

and direction to ensure efficient handling of orders, processing, and addressing customer

inquiries.

• Cultivate a positive team environment that encourages professional growth and development,

emphasizing the importance of teamwork and collaboration.

• Field inbound phone calls and emails to communicate effectively with both technical and nontechnical

customers, demonstrating products and services clearly, and coaching team members

on effective communication techniques.

• Possess technical acumen to understand technology concepts, enabling the ability to create

tickets, address customer queries, and stay abreast of product and service updates.

• Exhibit a self-teaching mindset, continuously updating knowledge and skill sets to adapt to

evolving products, technologies, and market trends.

• Demonstrate flexibility by proficiently handling various tasks across roles such as online/offline

account handling, training, quality assurance, and accommodating a flexible work schedule.

• Manage billing inquiries via phone call and email to ensure charges for service calls are added to

correct accounts and all delinquency issues are resolved in a timely manner.

• Create and manage new account setups from inquiries and service transfers.
• Provide landowner support and initial contract negotiations for point-of-presence (POP) sites.
• Deliver commercial customer support and contribute to sales growth.
• Support office administration and field technician operations.

o Supervise direct reports in their roles, including Ops Support Specialist and Customer

Support Specialists respectively.

o Train direct reports to be more efficient in their roles.

o Lead in the development of support processes for cross-departmental interactions.

o Accept in-charge responsibilities for LM as needed when they are unavailable

• Design, install, and manage Wi-Fi networks for residential and commercial clients.
• Performs other duties as required to support the business and evolving organization

Qualifications:

• High school diploma or GED required.
• Minimum of one (1) year of Customer Support Experience with Telecommunications required.
• Experience working with Customer Relationship Management Tools.
• Minimum of one (1) of leadership/people management experience preferred.
• Ability to problem solve customer issues timely and professionally.

Knowledge, Skills, and Abilities:

• Ability to work independently and apply sound judgment and reasoning skills to a variety of

situations.

• Ability to multi-task and collaborate effectively with other personnel to meet deadlines.
• Strong verbal and written communication, attention to detail, and organizational skills.
• Ability to work within critical deadlines.
• Ability to adjust to rapidly changing priorities and schedules.
• Ability to provide excellent customer service.

Work Authorization

Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available

for this position.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to

successfully perform the essential functions of this job. Reasonable accommodation may be made to

enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining the physical condition necessary for bending,

stooping, sitting, walking, or standing for prolonged periods of time; most of the time is spent sitting in a

comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or

move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision,

color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Work is performed in an office setting with exposure to computer screens and requires extensive use of a

computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office

setting.

At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees

may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply

Fiber. In holding outside employment or self-employment, employees should ensure that participation

does not conflict with responsibilities to Ziply Fiber or its business interests.

Diverse Workforce / EEO:

Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of

race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the

presence of a non-job-related handicap or disability or any other legally protected status.

Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may

require a pre-employment drug screening.

Ziply Fiber is a drug free workplace.