Remote Escalation Jobs in Merced, CA (NOW HIRING)

Location:Remote: California

Location Status:Work will be primarily performed remotely from home office 5 days per week. Occasional travel to and work from other Race offices or off-site locations may be required.

Comp: $95,000 -$115,000 USD per year

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 Communities Senior Manager is responsible for leading and developing the Account Management team supporting Multifamily and HOA customers across California. This role provides strategic and operational leadership to ensure strong customer relationships, retention, revenue growth, and consistent execution across the Communities portfolio. The Communities Senior Manager works closely with Sales, Customer Support, Construction, Operations, Billing, and other cross-functional teams to address customer needs, resolve complex issues, identify opportunities for growth, and improve overall customer experience. This role is responsible for establishing performance expectations, coaching and developing team members, monitoring key business metrics, and using customer and business trends to identify opportunities and make recommendations that improve team performance and business outcomes.

Requirements

Qualifications and Experience:

Eligibility for US Employment without sponsorship

Minimum of 18 years of age

A valid driver's license, subject to successful verification through a DMV check, is mandatory

5+ years of progressive experience in account management, customer success, sales, operations, or a related customer-facing function, including 2+ years leading, coaching, and developing teams

Experience managing complex or high-value customer portfolios across multiple locations or markets, preferably within Multifamily, HOA, property management, real estate, telecommunications, utilities, or technology

Proven success developing strategies that drive customer retention, account growth, revenue expansion, and long-term customer relationships

Experience managing customer escalations and coordinating cross-functional teams to drive timely and effective resolution

Experience using CRM systems, reporting tools, and business metrics to evaluate performance, identify trends, and develop actionable recommendations

Strong leadership, communication, business acumen, and problem-solving skills with the ability to prioritize competing demands and drive accountability

Demonstrated ability to improve processes, lead through change, and establish consistent practices across a geographically dispersed team

Experience presenting customer, team, and business performance insights and recommendations to senior leadership

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

Bilingual communication skills are considered a plus, particularly when serving diverse communities

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 & Development

Lead, coach, develop, and motivate the Communities Account Management team supporting Multifamily and HOA customers across California

Establish clear performance expectations, goals, priorities, and accountability measures for the team

Conduct regular one-on-one meetings, coaching sessions, performance reviews, and team meetings

Identify development opportunities and provide ongoing coaching to strengthen account management and customer relationship skills

Monitor individual and team performance and take appropriate action to address performance gaps

Foster a collaborative, customer-focused, and accountable team culture

Support recruiting, onboarding, training, and development of team members as needed

Customer Relationship Management

Oversee the management of key Multifamily and HOA customer relationships across California

Ensure the team maintains strong, proactive relationships with property managers, HOA leaders, ownership groups, and other key customer stakeholders

Support the team in developing strategic account plans for high-value and complex customers

Monitor customer health, satisfaction, retention risks, and opportunities for account growth

Participate in customer meetings and executive-level discussions for strategic or high-impact accounts

Ensure customer commitments and expectations are clearly communicated and appropriately managed

Maintain open and effective lines of communication between customers, the account management team, and internal stakeholders

Retention & Revenue Growth

Lead strategies designed to improve customer retention, reduce churn, and strengthen long-term customer relationships

Identify opportunities for account expansion, upselling, cross-selling, and increased customer penetration

Partner with Sales and other teams to develop strategies for new business and expansion opportunities within existing Communities accounts

Monitor portfolio performance and identify accounts requiring additional attention or intervention

Analyze customer trends and account performance to identify risks and opportunities for revenue growth

Provide recommendations to leadership regarding customer retention, expansion opportunities, and business performance

Escalation Management & Issue Resolution

Oversee the resolution of complex customer concerns and escalations within the Communities portfolio

Serve as an escalation point for high-impact customer issues that require management intervention or cross-functional coordination

Partner with Customer Support, Construction, Operations, Billing, Technical Operations, and other departments to resolve customer issues

Ensure escalations are actively managed, appropriately communicated, and resolved within established expectations

Identify recurring customer issues and trends and recommend process improvements to prevent future escalations

Maintain proactive communication with customers and internal stakeholders throughout the resolution process

Performance Management & Business Reporting

Establish and monitor key performance indicators related to customer retention, revenue growth, customer satisfaction, escalations, account activity, and team performance

Review monthly reporting and dashboards to identify trends, risks, opportunities, and areas requiring attention

Prepare leadership readouts and business updates regarding portfolio performance, customer trends, team performance, and significant issues

Translate business and customer data into actionable recommendations that improve team effectiveness and business outcomes

Monitor account management activity, pipeline opportunities, customer engagement, and other relevant performance metrics

Identify performance trends and work with team members to develop strategies for improvement

Cross-Functional Leadership

Partner with Sales, Customer Support, Construction, Operations, Billing, Finance, Technical Operations, and other departments to support Communities customers

Establish strong communication channels across departments to ensure customer needs, issues, commitments, and opportunities are understood

Coordinate cross-functional efforts related to large customers, complex installations, service issues, billing concerns, and other customer-impacting matters

Communicate customer and business needs to appropriate internal stakeholders and advocate for timely resolution

Identify opportunities to improve collaboration and reduce friction between teams

Promote consistent processes and communication standards across the Communities organization

Process Improvement & Business Strategy

Analyze customer feedback, account trends, operational data, and team performance to identify opportunities for improvement

Conduct or support root cause analysis of recurring customer and operational issues

Develop and recommend process improvements that improve customer experience, operational efficiency, retention, and revenue performance

Identify trends across the California Communities portfolio and proactively recommend strategies to address emerging risks or opportunities

Partner with leadership and cross-functional teams to implement improvements and measure results

Promote consistency in account management practices, customer communication, escalation handling, and business processes across the team

Operational & Portfolio Management

Oversee the day-to-day management of the Communities account management function across California

Ensure appropriate coverage, prioritization, and resource allocation across the customer portfolio

Establish consistent account management practices, processes, and service expectations across the team

Review customer portfolios to ensure appropriate levels of engagement and proactive account management

Identify operational risks and develop strategies to address them before they impact customers or business performance

Ensure accurate and timely documentation of customer activity, opportunities, issues, and account information within applicable systems

Vehicle Maintenance and Travel:

Maintains vehicle/equipment pre-op/post-op to be prepared to perform required duties

Maintains a clean driving record as defined by the current fleet insurance underwriter

Spends a significant portion of the workday traveling in a vehicle visiting various locations and spending time both indoors and outdoors, including businesses and/or residents depending on the nature of the job

May be required to work overtime, after hours, on weekends, for emergencies, or be on-call as needed to ensure work is completed

Safety Protocols:

Adheres to safety protocols and guidelines outlined in the Race employee handbook and job description to promote a safe work environment

Additional duties as required.

Supervisory Responsibilities:

Policy Adherence and Team Guidelines: Ensures that the team adheres to established policies and procedures outlined in the Race Communications Employee Handbook, promoting a culture of compliance and accountability in line with organizational standards.

Strategic Training and Development: Leads the training and mentoring of new team members, ensuring they gain the essential skills and knowledge to perform their roles effectively and safely. Works proactively to develop a long-term training strategy for the team's growth and performance improvement.

Cross-Functional Support and Compliance: Oversees employee support across various practices within the department, ensuring that issues are addressed in alignment with company policies, applicable laws, and organizational values. Manages conflicts and fosters collaboration across functions.

Leadership in Goal Setting and Performance Management: Guides the team to achieve long-term goals by setting performance standards, motivating the team, and providing regular, actionable feedback to help team members achieve personal and organizational objectives.

Payroll Compliance and Issue Resolution: Ensures that timecard submission is accurate, timely, and in compliance with payroll deadlines, while addressing any discrepancies or issues. Provides direction on resolving payroll matters and ensures the team is properly supported in this process.

Training Needs Analysis and Professional Development: Identifies broader team training needs, working to implement programs that drive professional growth and elevate team skills, while ensuring development is in alignment with company objectives and future growth.

Conflict Resolution and Team Dynamics: Manages interpersonal issues within the team by facilitating solutions-oriented approaches, resolving conflicts effectively, and maintaining a positive, high-performing work environment that supports collaboration and mutual respect.

Resource Allocation and Goal Alignment: Ensures the team has the necessary tools, resources, and support to succeed. Manages resources effectively, tracking progress toward aligned objectives that support both individual team success and overarching company goals.

Regulatory Compliance and Communication: Ensures the team complies with company policies, procedures, and regulatory requirements. Promotes open and transparent communication to maintain alignment and accountability across the team and department.

Reporting and Strategic Adjustments: Reports team performance, project updates, and challenges to upper management, using data to recommend improvements or adjustments as necessary to meet organizational targets and improve overall team performance.

Comprehensive Supervision and People Management: Takes a leadership role in the direct supervision of team members, including interviewing, hiring, and training employees. Plans, assigns, and directs work, ensuring performance evaluations, rewarding achievements, and disciplining where needed. Addresses complaints, resolves problems, and supports overall team dynamics.

Benefits

• Join a tight-knit crew-no faceless corporation vibes here
• Growth potential: promotions and new challenges are part of our DNA
• 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