Call Center Manager

This is a remote position.Location: Remote (U.S.-based preferred)Reports to: Chief Executive OfficerType: Full-TimeAbout Nomad InternetNomad 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 OverviewThe 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 ResponsibilitiesLead, 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 expectationsDevelop and implement support workflows that reduce response times and increase first-contact resolutionIdentify inefficiencies or process gaps and drive continuous improvement across all channelsOversee training programs, ensuring internal and external reps are well-equipped to handle Nomad’s core support needs, including billing, activation, tech troubleshooting, and retentionAnalyze and report on support metrics, customer satisfaction trends, and staffing forecasts to executive leadershipCollaborate with other departments (marketing, billing, fulfillment, tech) to improve customer experience and resolve systemic issuesParticipate in strategy conversations to scale customer service in tandem with growth.What Success Looks LikeInternal and third-party teams are aligned and operating as oneSupport is fast, human, and consistent with Nomad’s brand voiceCall/chat/ticket volumes are handled efficiently without sacrificing empathyCustomers feel understood and supported, not just “handled”Executive team has real visibility into support performance and areas for growth RequirementsQualifications5+ years in a customer service management or call center leadership roleExperience managing third-party contact centers or outsourced teamsStrong understanding of call center metrics, quality assurance, and workforce optimizationExcellent written and verbal communication skills; able to coach reps and present to leadershipCalm under pressure with strong organizational skills and an eye for process improvementTech-savvy, ideally with experience in systems like Zendesk, Freshdesk, Aircall, or similarTelecom or wireless industry experience is a plus Originally posted on Himalayas