Customer Experience & Technical Support Manager

Were small-town techies and Kansans at heart committed to helping our communities thrive through fast reliable internet. We didnt start broadband to build a businesswe built a business to bring broadband to Kansans. When you call us youll reach a real local person who cares.

We offer an inspiring environment with meaningful work where employees are encouraged to think creatively and deliver exceptional service.

A Day in the Life as a Customer Experience & Technical Support Manager A Customer Experience & Technical Support Manager spends the day leading empowering and guiding the teams that serve as the primary voice and face of IdeaTek. They oversee both customer service and internet support operations ensuring our teams deliver high-quality account support and effective technical troubleshooting.

Throughout the day they set strategy analyze performance metrics and advocate for customer satisfaction. By collaborating across internal departments they eliminate roadblocks for their staff resolve complex escalated issues and lead process improvements to continuously enhance the overall customer journey.

Location: This role may be remote or hybrid with occasional travel to Buhler or Wichita as needed to meet business needs.

Hours: 8-5 M-F with flexibility to be available on nights and weekends if needed.

What Youll Do
Key responsibilities include:

• Lead mentor and develop team members across both Customer Experience and Internet Support functions.
• Foster an encouraging environment where team members are empowered to deliver prompt friendly and effective technical and account support.
• Set strategy and vision to optimize support workflows technical troubleshooting and overall customer satisfaction.
• Manage and analyze team data inquiry trends and call metrics to drive strategic decision-making and process improvements.
• Serve as an escalation point for complex technical and billing concerns advocating on the customers behalf to ensure resolution.
• Collaborate with internal technical network and operations teams to align customer support strategies with company goals.
• Exhibit strong leadership empathy patience and professional communication daily.

What Were Looking For
To be considered for this role youll need the following required qualifications:

• 3 years of experience leading a team preferably within a customer service or technical support call center environment.
• Proven track record of managing both customer-facing support and technical troubleshooting workflows.
• Strong analytical and problem-solving skills to evaluate data identify operational bottlenecks and implement effective solutions.
• Strong communication and interpersonal skills with a passion for helping and leading others.

What Will Help You Stand Out

• Previous leadership experience specifically within an Internet Service Provider (ISP) telecommunications or technical helpdesk setting.
• Experience in retention strategies processes and coaching.
• Bachelors degree in Business Communications Information Technology or a related field.
• Experience implementing support technologies ticketing automation or live chat support systems.
• Bi-lingual proficiency in both English and Spanish.

Desired Attributes
Beyond the qualifications these attributes are what make someone a great fit for our team:

• Passion for leading others with a genuine drive to motivate and develop high-performing teams.
• Relationship-focused leadership style centered on understanding customer and employee needs.
• Ability to tackle tough technical and operational problems head-on.
• High attention to detail strong organizational skills and efficient task management.

Why Join IdeaTek IdeaTek is a cutting-edge telecommunications company dedicated to bringing fast reliable internet to underserved communities. Were a passionate team of innovators and problem-solvers committed to making a difference in the lives of our customers. At IdeaTek we value our employees and foster a culture of collaboration growth and community involvement.

A few of the key ways we strive to make employees feel valued include:

• Competitive pay bonus potential
• Medical dental vision life and 401k with match
• Free coaching/counseling for employees & families
• Free internet service (if available in your area) or internet reimbursement
• Tuition reimbursement for personal and professional growth
• Community engagement opportunities
• Culture that values results effort and integrity

Our Core Values

• We are Trustworthy We build confidence through transparency follow-through and dependability.
• We count on Big Thinkers We dont just imagine the futurewe create it with bold actionable ideas.
• We have a Resilient Spirit We embrace challenges bounce back from setbacks and keep striving for more.
• We stand on Belief We believe everyone deserves access to technology that helps them learn grow and thrive.
• We foster Connectedness Our work goes beyond broadbandwe build real connections within our team and our communities.
• We drive Innovation Were always looking for ways to improve and redefine whats possible.

This role is not eligible for Visa sponsorship.
This role is not eligible for relocation.
Salary and benefits commensurate with experience.
Equal Opportunity Employer.
This employer uses E-Verify.