Offer summary

Qualifications:

5+ years in customer service management or call center leadership role., Experience managing third-party contact centers or outsourced teams., Strong understanding of call center metrics and quality assurance., Excellent communication skills and tech-savvy with systems like Zendesk or Freshdesk..

Key responsabilities:

Lead and mentor the internal customer support team across various channels.

Manage the performance of the third-party call center and ensure alignment on KPIs.

Develop workflows to improve response times and first-contact resolution.

Analyze support metrics and collaborate with other departments to enhance customer experience.

Job description

This is a remote position.

Location: Remote (U.S.-based preferred)

Reports to: Chief Executive Officer

Type: Full-Time

About Nomad Internet

Nomad Internet is the nation’s largest wireless internet provider focused on serving rural homes, off-grid properties, RV travelers, and anyone underserved by traditional ISPs. We combine cutting-edge fixed wireless technology with responsive, real-human support to deliver connectivity where others don’t. As we grow, we're looking for a driven Call Center Manager to help us scale our support experience while keeping it grounded, personal, and efficient.

Role Overview

The Call Center Manager will lead Nomad Internet’s customer support operations, overseeing both internal support staff and coordination with our third-party call center partner. This role is critical to maintaining service quality, increasing support efficiency, and delivering a seamless, brand-aligned experience across all touchpoints.

Key Responsibilities

Lead, mentor, and support the internal customer support team (live chat, phone, email, ticketing)
Manage the day-to-day relationship and performance of our third-party call center (TTEC or equivalent), including alignment on KPIs, training quality, and coverage expectations
Develop and implement support workflows that reduce response times and increase first-contact resolution
Identify inefficiencies or process gaps and drive continuous improvement across all channels
Oversee training programs, ensuring internal and external reps are well-equipped to handle Nomad’s core support needs, including billing, activation, tech troubleshooting, and retention
Analyze and report on support metrics, customer satisfaction trends, and staffing forecasts to executive leadership
Collaborate with other departments (marketing, billing, fulfillment, tech) to improve customer experience and resolve systemic issues
Participate in strategy conversations to scale customer service in tandem with growth.

What Success Looks Like

Internal and third-party teams are aligned and operating as one
Support is fast, human, and consistent with Nomad’s brand voice
Call/chat/ticket volumes are handled efficiently without sacrificing empathy
Customers feel understood and supported, not just “handled”
Executive team has real visibility into support performance and areas for growth

Requirements

Qualifications

5+ years in a customer service management or call center leadership role
Experience managing third-party contact centers or outsourced teams
Strong understanding of call center metrics, quality assurance, and workforce optimization
Excellent written and verbal communication skills; able to coach reps and present to leadership
Calm under pressure with strong organizational skills and an eye for process improvement
Tech-savvy, ideally with experience in systems like Zendesk, Freshdesk, Aircall, or similar
Telecom or wireless industry experience is a plus