Customer Service Supervisor

Customer Service Supervisor | Ripple Fiber

We are seeking a Customer Service Supervisor to join our growing team in Charlotte, NC.

About Ripple Fiber

At Ripple Fiber, we deliver more than high-speed internet. We’re creating a ripple effect by producing opportunities and brighter futures for the residents of the communities we serve. Join America’s most innovative, industry-leading fiber internet company, and help shape the future.

We believe the biggest wave starts as a ripple.

About our culture

We are a dynamic, fast-growing, and innovative company driven by ambitious self-starters with entrepreneurial mindsets. Our fast-paced environment fosters creativity, collaboration, and initiative. We are people-centric, placing strong emphasis on employee experience, career growth, and professional 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.

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:

• 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 competitive pay, comprehensive health benefits, 401(k) with company match, and a supportive work environment where innovation and teamwork thrive. If you’re passionate about making a difference and being part of a community-focused company, Ripple Fiber is the place for you.

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.