Supervisor, Field Operations Support

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Brightspeed is looking for a Supervisor, Field Operations Support to join our team! This is a mid-level Supervisor position responsible for managing a team of technical call center employees responsible for field technician programming, facility assignment, and service order support. The Supervisor coaches/manages the specific work functions/processes performed by the employees.

As a Supervisor, Field Operations Support Your Responsibilities Will Include:

• Handling the daily management and supervision of 15-20 call center employees
• Handling escalations from internal departments
• Building partner relationships with field support to promote a positive experience for our customers
• Maintaining production levels by setting goals for team members and actively coaching towards meeting those goals
• Providing coaching and counseling via group meetings and individual employee counseling
• Seeking to continually improve work methods and results individually and for the team
• Creating a positive work environment

WHAT IT TAKES TO CATCH OUR EYE:

• Mid-level supervisor typically with 2-5 years of experience
• Strong leadership, team building, customer service, analytical, problem solving, conflict resolution and interpersonal skills
• Strong Communication Skills (Oral and Written)
• Self-empowered and able to act quickly to make critical business decisions
• Proficiency with MS Excel, PowerPoint, PowerBi
• The ability and desire to quickly understand new technologies/systems and how to best use them for technician support

BONUS POINTS FOR:

•  Previous Martens and/or Ensemble/eShop experience
•  Previous programming and/or facility assignment experience
•  Knowledge of outside plant and/or field technician processes
•  Team building experience
•  Self-starter that acts beyond specific, explicit job responsibilities and assignments
•  Able to work under pressure to meet goals and deadlines

#LI-GF1

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Inclusion and belonging are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process. 

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice