Manager Remote Customer Service Rep Jobs in Riverside, CA

Location: Remote

Location Status: Work will be primarily performed remotely from home office 5 days per week. Employee may be required to utilize personal phone and internet services to perform telecommuting with reimbursement according to Race's telecommuting policy. Occasional travel to and work from other Race offices or off-site locations may be required.

Race Communications is only accepting remote candidates who reside in the following states: California,

Colorado, Florida, Missouri, Nevada, Oregon, Indiana and Illinois. If you do not reside in one of these

states, you are not eligible for remote employment.

100% Company-Paid Medical and Dental Benefits

Free Fiber Internet Service

Comp: $26 to $30 per hour

5 Days/8 Hours

Who We Are:

We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose.

Position Impact:

The Assistant Customer Support Manager is a proactive, customer-focused professional who supports the daily operations and effectiveness of the customer support function. Working closely with the Customer Support Manager, this role helps ensure consistent, high-quality service delivery, strong team performance, and timely resolution of complex customer issues. Serving as a key escalation resource, the Assistant Customer Support Manager provides hands-on guidance to support staff, helps optimize workflows, and contributes to continuous process improvements. This role plays a critical part in strengthening customer relationships by addressing concerns with a retention-focused mindset, identifying risks to customer satisfaction, and supporting initiatives that drive loyalty and long-term engagement. By reinforcing best practices, supporting escalations, and contributing to retention strategies, the Assistant Customer Support Manager helps enhance customer satisfaction, reduce churn, and deliver a seamless, high-quality customer experience.

Requirements

Qualifications and Experience:

Eligibility for US Employment without sponsorship

Minimum of 18 years of age

High School Diploma or GED required

Bachelor's degree (B.A./B.S.) or equivalent education in a related field is preferred

Minimum of 3-5 years of experience in customer support service within the telecommunications industry preferred

Demonstrated leadership or supervisory experience in a support environment preferred

Strong understanding of customer service processes, technical troubleshooting, and industry best practices

Proficiency in customer relationship management (CRM) software

Ability to manage competing priorities and support a fast-paced technical environment

Ability to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs

Ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication

Proficiency in Spanish Language a plus

Skills:

Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications

Functional use of common office equipment, computers, and office software

Essential Duties and Responsibilities:

Team Leadership & Support

Assist in leading and supporting a team of customer support representatives through coaching, mentorship, and daily guidance

Reinforce performance expectations, service standards, and departmental goals set by management

Provide real-time support and feedback to team members, helping address performance challenges and customer scenarios

Promote a positive, collaborative, and customer-focused team environment

Training & Development

Support the development and delivery of training programs to enhance customer service skills, product knowledge, and system proficiency

Assist with onboarding new hires and ongoing coaching initiatives

Encourage knowledge sharing and continuous learning within the team

Stay current on products, services, policies, and customer support best practices

Customer Service & Escalation Support

Act as a secondary escalation point for complex customer concerns, account issues, and service-related inquiries

Assist in resolving escalated tickets, ensuring timely, professional, and satisfactory outcomes

Monitor customer interactions to ensure service quality, consistency, and adherence to standards

Support customer retention efforts by addressing at-risk customers and reinforcing service value

Customer Support Operations

Support daily customer support operations, including ticket queue monitoring and workflow coordination

Help ensure proper workload distribution and coverage to meet service level targets and response times

Assist in managing workflows related to customer inquiries, account updates, billing questions, and service requests

Step in as needed to handle customer interactions during high-volume periods

Process Improvement & Implementation

Identify opportunities to improve customer support processes and overall service efficiency

Support the implementation of new tools, workflows, and customer experience initiatives

Assist in addressing workflow bottlenecks to improve response times and resolution effectiveness

Cross-Department Collaboration

Work with Billing, Sales, Field Operations, and other internal teams to support issue resolution and service delivery

Assist in communicating recurring customer concerns and contributing to long-term solutions

Support cross-functional initiatives that enhance the overall customer experience

Performance Monitoring & Reporting

Assist in tracking and analyzing key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction

Help monitor team performance and identify trends impacting service quality and customer retention

Support reporting efforts for leadership on team performance and operational improvements

Compliance & Documentation

Ensure adherence to company policies, procedures, and customer support standards

Support accurate documentation of customer interactions, processes, and resolutions

Help maintain and update knowledge base content and internal documentation

Issue Resolution and Relationship Management:

Assist in managing escalated customer concerns, ensuring prompt, professional, and empathetic resolution

Support as a point of contact for high-impact customer issues, helping coordinate communication and follow-through

Identify at-risk customers and support retention efforts to improve customer satisfaction and reduce churn

Partner with customers and internal teams to proactively resolve concerns, reinforce service value, and strengthen long-term relationships

Additional duties as required.

Benefits

Why Join Our Team:

• Join a tight-knit crew-no faceless corporation vibes here
• Growth potential: promotions and new challenges are part of our DNA
• Competitive base salary
• Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)
• Free fiber internet service for all employees living in our service area
• A culture built on integrity, mutual respect, and a shared purpose

Call to Action:

Let's chat. If you're ready to move forward, click "Apply" below, our team can't wait to meet you.