Customer Care Supervisor

Job Description

About the Company

Canadian Fiber Optics (CFOC) and Northern Lights Fiber is committed to bridging the digital divide: we bring best-in-class broadband internet to rural and underserved markets. We are builton a foundation ofCourageCuriosityCompassionandHumility. And the truth is we love what we do! Bringing communities together is a powerful thing and we are proud of the impact we make in the lives of our customers.

Job Summary:

We are seeking an experienced and motivated Customer Care Supervisor to lead our multifaceted customer care team. This team supports our customers through all aspects of their experience including general inquiries billing technical support sales retention and equipment provisioning.

The successful candidate will be responsible for overseeing daily operations ensuring exceptional service delivery to support and develop a high-performing team that provides knowledgeable timely and professional support to our customers.

What you will be doing:

• Supervise coach and motivate a team of Customer Care Advisors who handle customer service billing technical support and equipment provisioning.
• Monitor daily operations to ensure efficient accurate and empathetic resolution of customer inquiries across multiple channels (phone email chat).
• Handle escalated issues provide hands-on support and ensure a positive customer outcome.
• Develop and maintain procedures training materials and documentation for all areas of customer care including troubleshooting billing adjustments and provisioning workflows.
• Collaborate with cross-functional teams such as Network Operations Sales and IT to address complex issues and improve internal processes.
• Track and analyze performance metrics including response times quality scores first-call resolution and customer satisfaction.
• Drive behaviors in performance to meet or exceed departmental KPIs
• Conduct regular performance evaluations facilitate performance management provide feedback and create coaching and development plans for team members.
• Support workforce management by monitoring attendance scheduling and ensuring appropriate staffing coverage.
• Champion a customer-first culture that promotes accountability teamwork and continuous improvement.

What we are looking for:

• A minimum of 3-4 years experience in a similar role.
• Experience in a customer service or technical support environment including at least 1 year in a supervisory or leadership role.
• Strong leadership and coaching skills with a proven ability to build and develop high-performing teams.
• Experience in technical troubleshooting billing systems or provisioning processes is highly preferred.
• Excellent communication problem-solving and conflict-resolution skills.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.

What We Offer:

At Canadian Fiber Optics Corp. our priority is our employees. The work-hard-play-hard isnt just a saying for us - we are agile passionate and energetic. We check our egos at the door roll up our sleeves move fast get things done and support each other. Our leaders inspire the team truly welcoming all members to be open honest and provide feedback without fear of judgement. We want the curious the champions and the collaborators.

We are consistently working to provide a safe work environment competitive wages including strong commission-based compensation and many opportunities to learn and grow. If you commit to delivering results and make a difference we look forward to hearing from you.

Work Schedule:

• This is a full-time position (40 Hrs/week) and requires being on-call and available to support our evening and weekend shifts
  
  

Required Experience:

Manager